About Visa:

Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do. CyberSource, a Visa company, has been and continues to be a pioneer within the e-Commerce Payment Management world. Our VisaNet network is capable of handling over 65,000 transaction messages per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks.

We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

Client Support Services (CSS) 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 Visa products and services. In addition to supporting client implementation of Visa products and services globally, CSS is also responsible for a host of critical services that support the broader Visa organization and clients, including: Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS,  CyberSource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

Position Summary

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

 Job Scope

This is an introductory manager role requiring both commercial payment expertise and supervision of 5-7 account managers. This role will report to the Director of Business Solutions Account Management. This individual will collaborate closely with Product Management offices, Operations teams, and external partners in order to exceed client expectations. A significant amount of time will be spent managing technical escalations to drive resolutions. This role is responsible for creating an environment where team members can be successful advocates for the business.

Responsibilities

• Supervise team of account managers that provide operational support and customer service to Visa client institutions.
• Act as an escalation point for the team for technical issues and serve as a liaison to management
• Take an active role in coaching, providing payment expertise
• Utilize customer service metrics to identify opportunities for continuous improvement.
• Consistently meet established productivity, case monitoring and survey score standards
• Develop, motivate, and challenge individuals and teams. Hold team meetings, individual coaching and mid-year and annual performance reviews.
• Establish and foster relationships with Clients and internal stakeholders at all levels of staff and senior management.

• Bachelor’s degree preferred. Minimum of 5 years progressively responsible experience in customer service or technical support roles.
• 2 years management experience preferred  
• Excellent presentation, verbal, written, and interpersonal skills.
• Demonstrated coaching and relationship management skills.
• Demonstrated ability to work in a complex, fast-paced organization to determine business and customer needs, providing the best solution to meet those needs.
• Spanish abilities are a plus, but not required.
• Expertise in using standard MS Office tools.
• Familiar with concepts, practices, and procedures in network processing.
• Demonstrated understanding of the payment and data processing industries including industry trends and high-level business drivers.
• Excellent organization, time management, and planning skill are essential.

All your information will be kept confidential according to EEO guidelines.

“Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.”