Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development, and successful deployment of superior support model for our clients. This includes day-to-day operations and product support, back-office support, Visa Rules management, cardholder disputes, compliance, client configuration, and customer performance reporting.
We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
What a Client Resolution Consultant does at Visa:
As a consultant, you are responsible for providing operational assistance to Clients and their line(s) of business, managing a wide range of moderately complex problems of diverse scope, identifying opportunities to improve Client performance along with the appropriate courses of action, and driving issues as well as opportunities through to completion. This role requires you to provide consultation level expertise to internal and external clients on Digital Products such as Visa Token Services, Visa APIs, Visa Secure or 3DS and Visa Developer Platform.
In this role, you are expected to:
Identify, troubleshoot, and resolve queries relating to the Application Programming interface (API), XML files, SOAP REST and JSON messages to support System Interface
Identify, troubleshoot, manage, and resolve moderately complex technical, processing, application usage, or business issues to exceed customer expectations, interfacing with Product Development, Product Management, and Operations teams.
Act as the voice of the client to other internal groups, including the Product and Technical teams.
Proactively resolve, own, and manage stakeholder communication on all business and technical problems on digital products.
Understand customer needs, business requirements as well as priorities to develop solutions and recommendations based on business needs.
Stay current with industry and client trends and maintain a strong knowledge of Visa products and services.
Support biannual business enhancements and all Visa mandates.
Work proactively with Clients to identify operational efficiencies, determine customer impacts and required actions, and collaborate with Client on ongoing status through completion.
Work closely with internal stakeholders to understand Client objectives and to seek out solutions.
Why this is important to Visa
Client Resolution is a critical function in Visa. We are the subject-matter-experts to deliver best-in-class client services from operational perspective. This role will also provide the opportunity for you to be Visa’s advocate as well as the voice of the clients.
This enables us to deepen our partnership with our clients and bring value to their business.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
