Senior Account Manager – Account Support Centre
- Moscow, Russia
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: Our VisaNet network processes over 13,000 transactions 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.
The global client support group works with locally deployed client service experts to develop and deliver the support model for Visa Inc. issuers, acquirers, processors and merchants worldwide. This includes day-to-day operations and product support, specialized help desks, back office support and customer performance reporting.
This role is an individual contributor with a primary focus on execution. This position is at the professional level and serves as a technical/functional specialist and is involved in solving complex problems. This position receives a minimal level of guidance and supervision and will act as a mentor to other team members.
Respond to complex operational service and support inquiries from Visa client institutions.
Provide information and direction for customers regarding VisaNet Core Application Services, General Transaction Research, Billing, User ID and similar queries.
Assume appropriate decision-making authority to ensure flawless execution against clients’ needs.
Log service requests plus resolutions in a timely and accurate manner for call or problem tracking and knowledge base software applications.
Perform transaction and process research to analyze potential technical or operational problems or issues.
Work with stakeholders within CSS (Client Support Services) and non-CSS organizations to resolve client issues.
Stay current with industry and client trends and maintain a strong knowledge of Visa products and VisaNet services.
Represent complex customer operational requirements; negotiate and manage expectations internally and externally.
Develop and manage short term operational initiatives, special projects and client-driven continuous improvement plans.
Be accountable for delivering against commitments to clients.
Organized in tasks and activities.
Provide mentoring and Subject Matter Expert support to other team members.
Passion for results as demonstrated by:
- Analyze current process standards and metrics in order to provide solutions for improvements
Stretching the bar on agreed upon objectives
Active participation in meetings, contributing ideas to ensure a positive outcomes
Willingness to take on new challenges, explore new ideas and be flexible in handling expanded job scope
Bachelors/Degree or equivalent experience. Typically requires a minimum of 5-6 years’ experience in a customer-facing role in software, financial or information services.
Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.
Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
Ability to set priorities and manage customer expectations, and work both as part of a team and independently
Strong technical aptitude with the ability to absorb technical information and apply to business solutions
High knowledge of VisaNet Integrated Payment (VIP) and BaseII systems, EMV and Visa Integrated Circuit (VIS) technical specifications
Working knowledge of tokenization and electronic payments landscape is a plus
Proficiency providing technical and consultative support to external customers and confidant when speaking to clients or internal stakeholders
Knowledge in payment systems or worked in Vendors/FIs to develop applications for the payments industry
Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs
Advance knowledge in Microsoft Office especially MS Excel
Excellent verbal, written and interpersonal skills are required.
Language – proficient in English and Russian
Candidate must have the ability to travel.