As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

This position can be filled in Atlanta, Ashburn, Austin or Miami Visa office - no relocation assistance will be offered for this position

Global Client Services (CS) 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, CS 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. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

Job Scope

This role is an individual contributor at an advanced support staff level and is responsible for applying independent judgment in resolving issues and making recommendations.

Essential Functions

• Considered the functional expert for their client's processing and operational business.
• Provide insight and input within cross-functional Visa organizations for new or changing products and services which may impact their clients, including Visa rules, integrated billing, and transaction research.
• Act as liaison for the client; provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
• Coordinate internal resources to accomplish Visa and client objectives and ensure processing system performance standards are met and that the client perspective is represented within the organization.
• Provide proactive planning and operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing & settlement, back-office processing).
• Stay current with industry and client trends and maintain a strong knowledge of Visa products and services.
• Represent complex customer change requests, system or operational requirements; negotiate and manage expectations internally and externally.
• Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans.
• Identify and analyze processing issues with client impacts; consistently communicate situational status and resolution; advise on Service Level Agreements both internally and externally and develop improvement plans to address chronic client problems.
• Support biannual business enhancements and all Visa mandates.
• Partner with assigned Account Executives to identify additional business opportunities.
• Perform ongoing proactive operational reviews to include billing and transaction processing.
• On call support and possible weekend hours

Basic Qualifications

• 8 or more years of relevant work experience with a Bachelor’s Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

Preferred Qualifications

• 9 or more years of relevant work experience with a Bachelor’s Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• Minimum of 4 years progressively responsible experience in a customer support role in financial services, payment card, software or information services is required.
• Strong interpersonal skills and proven abilities in negotiating with and influencing customers and staff at all levels.
• Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
• Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgment
• Experience using standard MS Office tools (e.g., MS Excel, PowerPoint, Word, etc.). Advance Power point for professional presentations.
• Excellent time management, organization, and planning skills.
• Ability to comprehend and translate complex technical issues and apply to business solutions.
• Ability to set priorities and influence others.
• Ability to manage customer expectations internally and externally, and work both as part of a team and independently.
• 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.
• Excellent verbal, written, presentation and interpersonal skills.
• Strong project management skills
• Demonstrated ability to articulate complex technical terms or processes into business language.
• Superb proficiency with troubleshooting and resolving complex issues
• Advanced public speaking skills

Authorization to work in the U.S. is a precondition of employment for this position. Visa will not sponsor applicants for work visas in connection with this position.

Work Hours: Varies upon the needs of the department

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.  Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.