Global Client Support Services works with issuers, acquirers, processors and merchants worldwide to develop
and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back office support and customer performance reporting.

This role serves as a technical/functional specialist in the Fraud, Digital, and Prepaid space, working independently with guidance only in complex and unconventional situations.

Responsibilities

• Manage the enrollment and Client set-up process for various risk management products and services including Visa Account Updater, Visa Risk Manager, Visa Strategy Manager, and Visa Token Enrollment service, coordinating with and influencing key stakeholders as required.


• Correct out-of-synch/non-entitled BIN range mapping situations for Visa’s Token Service. Create and manage certificates for various digital products.


• Manage Program Coordination activities for Visa Direct and Prepaid, and support implementation processes for other digital initiatives for Visa clients and processors using program management best practices to exceed client and internal expectations.
  


• Manage an efficient and timely process for approving variances and waivers via the Program Information Form (PIF) approval process and ensuring proper documentation of approvals for audit purposes.
  


• Identify key training opportunities for the PIF submission process based on questions from Clients and staff on Prepaid Product requirements


• Coordinate input from CSS, Visa Risk, Visa Direct and Prepaid Product Offices, AML, Brand Management, Licensing, and other teams as needed. Perform work with a high degree of excellence, maintaining established service level objectives for completion.


• Identify opportunities to improve documentation, user guides, training materials, and associated processes.


• Proactively identify operational opportunities to increase service quality or efficiency.


• Deliver timely and accurate monthly reports to Product stakeholders, identifying any variances and trends in program submissions.


• Manage processes and documentation in various databases and historical data repositories.


• Manage mailbox used for program inquiries for US and Canada.


• Build and enhance positive working relationships with stakeholders.

• Bachelor’s degree or equivalent work experience required and 3-5 year’s relevant work experience.


• Must be able to take the initiative to resolve problems and meet deadlines for assigned work.


• Must be comfortable “thinking outside of the box” and demonstrating innovative thinking as well as smart risk taking.


• Excellent time management, organization, and planning skills are essential.


• Self-starter with a demonstrated ability to achieve results as part of an effective team. Ability to prioritize effectively and multi-task under strict deadlines.


• Able to set priorities, influence others, and manage customer expectations.


• Demonstrated success in customer relationship management.


• Excellent English verbal, written, and interpersonal skills are required.


• Experience using standard MS Office tools (e.g. Excel, PowerPoint, Word, Visio, etc.).

Willing to work US hours, on request