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.  CSS includes the Franchise Management function which is comprised of several business units that support the structural foundation of the Visa Payments network.  Services, including Licensing, Rules management, Dispute adjudication, Contract management, Client training and publications, and Performance metrics and analytics, are provided to clients to ensure the safety, security and integrity of the payment system and to support Visa clients in the development of their electronic payments business.  The Rules Management team establishes and enforces common interoperable rules, policies and standards for our products and services by which clients must operate their Visa programs.

This is an individual contributor role responsible for identifying and resolving issues of moderate complexity. This position is at an intermediate professional level and requires strong execution and analytical abilities. This role works independently and receives minimal guidance.

The role is primarily accountable for working the proactive Rules Compliance program and other Visa Rule violations.  The job holder will ensure that Clients and their merchants or partners are compliant to the Visa rules, including technical/processing standards; monitor, investigate and validate the compliance status of Clients and, where necessary, pursue corrective and negotiated action.  The primary focus is to bring Clients (and their merchants or partners) into compliance, following the rules and technical standards as appropriate.  The job holder will be responsible for negotiating compliance action plans with Clients, using discretion within the regulatory framework, while assessing the impact on the Visa brand, the integrity of the network, the Client’s businesses and the feasibility of suggested remedial action.

• Liaise with Clients and Visa Inc. Sales Account Executives / CSS Account Managers / SMEs globally to ensure Client understanding and compliance with the Visa Rules, technical/processing standards and Charter Documents.

• Analysis of transaction data to identify non-compliant activity or trends.     

• Responsible for ensuring all management information statistics and performance criteria and trends relating to Compliance processing are collated, analyzed, published and fed back to team members to
  help define the compliance strategy for Visa Inc. globally and regionally.  

• Tracking and control of Compliance actions plans as submitted by Clients and ensuring they are tracked to resolution.

• Apply industry knowledge of Visa Inc.'s global market opportunities, consumers, Clients and competition when carrying out compliance activity.

• Actively support a multi-cultural business and appreciation of all markets in which Visa conducts business.

• Bachelor's degree or equivalent experience.  Requires a minimum of 5 years' experience in a customer support role in financial services, payment card, banking, audit or compliance is required.

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

• Experience working with network / payment card rules.

• Demonstrated strong working knowledge and ability to evaluate business compliance and adherence to relevant standards and able to make sound, rationale judgements and recommendations in carrying out compliance activity.

• Must possess excellent analytical and quantitative skills. 

• Proven negotiation skills to manage internal and external parties and in the implementation of compliance actions in accordance with the procedures laid out in the Visa Rules and Charter Documents.
  

• High level of self-motivation, good judgment, diplomacy and tact, with the ability to work with staff at all levels of seniority throughout the organization.

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

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

• Demonstrated success in customer relationship management.
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
• Strong verbal, written, presentation and interpersonal skills are required.