Visa Inc. is a global payments technology company that connects consumers, businesses, financial institutions and governments in more than 200 countries and territories, enabling them to use digital currency instead of cash and checks.

Visa does not issue cards, extend credit or set rates and fees for consumers. Visa’s innovations enable its bank customers to offer consumers choices: Pay now with debit, ahead of time with prepaid or later with credit products. From the world’s major cities to remote areas without banks, people are increasingly relying on digital currency along with mobile technology to use their money anytime, make purchases online, transfer funds and access basic financial services. All of which makes their lives easier and helps grow economies.

Behind the Visa brand are our talented employees who continuously raise the bar with innovative solutions and products that deliver the convenience and security of digital currency to more people all over the world.

Department Description:
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 Visa products and services. In addition to support client implementation of Visa products and services globally, Client Services 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

This position can be filled in Visa's Foster City or Ashburn offices.
As a part of Client Services, this is an individual contributor Director position that supports the Visa Developer Platform (VDP). This is a technical/functional specialist who will interact with non-traditional partners and external clients. The ideal candidate can work independently for strategic partners that utilize the VDP to connect to the Visa network via application programming interfaces (APIs). This is a client-facing role and requires that the individual can provide professional high-quality responses and direction.

 Responsibilities

• Manage customer inquiries via CRM (MS Dynamics) and respond in a time-sensitive manner to provide resolution.

• Lead Client Services Delivery initiatives across clients and Visa internal teams.

• Ensure prompt and comprehensive resolution of client inquiries and outages via Service Requests

• Act as liaison for the client; provide problem management, proactive identification of processing efficiencies, and system enhancement support.

• Create and maintain support documentation.

• Educate and train clients on best practices for all supported APIs.

• Interface closely with Product, Operations, and Implementation teams to properly address client inquiries and issue resolution.

• Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency.

• Build and enhance positive working relationships with key clients and internal stakeholders.

• Proactively notify clients regarding any widespread or business critical problems with the application, as well as scheduled periodic maintenance outages and releases.

• Stay current with industry and client trends and develop/maintain a strong knowledge of Visa products and services.

• Bachelor Degree required. Minimum of 7+ years’ experience in a customer support role in payments industry, software or information services is required.

• Problem solver, team leader, relationship builder and strong communicator. Ideal candidate can manage escalations with a positive mindset and sense of urgency.

• Self-starter with the ability to multi-task effectively, re-prioritize tasks and work under pressure in a fast-paced environment.

• While this is a customer service role (not IT), experience in troubleshooting complex web applications, API gateways, and integration or environment issues is a plus.

• Demonstrated success in customer relationship management.

• Experience in presenting to management, senior management trend analysis on issues and enhancement requirements

• Ability to articulate complex technical terms or processes into business language.

• Assists in the development of Knowledge Base articles resulting from ticket trends and training needs.

• Strong relationship management skills and ability to work independently.

• Requires strong analytical and problem solving skills.

• Familiarity with JSON and XML formats, REST web service calls, SSL Mutual Authentication, or SAML also a plus.

• Experience working with APIs in various technology environments

• Knowledge using application tools such as Splunk, Microsoft Dynamics and Atlassian (Wiki)

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