About Us Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.
Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.
Job Description
Company Description
Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions, and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.
When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.
Team Summary
Visa Commercial Solutions provides issuers and their corporate clients a suite of products and capabilities to simplify the critical processes that businesses perform daily. These critical processes include managing expenses, compliance, vendors and reporting. They also provide analysis for corporates in order to make informed business and financial decisions about employee and company spend. Business Solutions also facilitate payments between buyers and suppliers, using online solutions or APIs. The Technical Solution Analyst provides operational and technical support to European banks and partners regarding Visa’s suite of commercial products. This role will be a subject matter expert on multiple products and platforms and will represent the team and its clients in advocating for platform improvements and enhancements.
Join Visa: A Network Working for Everyone.
Job Description
Visa Commercial Solutions provides issuers and their corporate clients a suite of products and capabilities to simplify the critical processes that businesses perform daily. These critical processes include managing expenses, compliance, vendors, and reporting. They also provide analysis for corporates to make informed business and financial decisions about employee and company spend. Commercial Solutions also facilitate payments between buyers and suppliers, using online solutions or APIs. The Technical Consultant provides operational and technical support to banks and partners regarding Visa’s suite of commercial products. This role will be a subject matter expert on multiple products and platforms and will represent the team and its clients in advocating for platform improvements and enhancements.
Job Scope
This is an individual contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions. This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations. Considered the functional expert for their client's processing and operational business.
Responsibilities
- The Consultant serves as primary contact and initial escalation point (available 24x7) for clients for all day-to-day support of all Visa Commercial Solutions products, services, processing questions and issues and leads internal and external recovery efforts of product and/or processing service interruptions.
- Utilize CRM (Microsoft Dynamics) to respond to client inquiries, providing prompt response, status and keeping client updated throughout the incident
- Provides high value customer service support on day-to-day items to Visa Clients and internal staff to ensure customer expectations are exceeded, advocate on behalf of the clients
- Considered the functional expert for their client's operational business.
- Provide insight and input within cross functional Visa organizations for new or changing products and services which may impact clients
- Act as liaison for the client provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
- Represent client perspective within Visa organization to ensure enhancements are prioritized
- Coordinate internal resources to accomplish Visa and client objectives and ensure processing system/platform performance standards are met and that the client perspective is represented within the organization.
- Stay current with industry and client trends and maintain a strong knowledge of Visa Commercial products and services.
- Identify and analyze processing issues with client impacts consistently communicate situational status and resolution advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems.
- Partner with assigned Account Executives to identify additional business opportunities.
- Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation – meeting required deadlines
- Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency
- Educate and train clients on best practices for all supported services
- Perform ongoing proactive operational reviews
- Role will mostly be technical in nature but will be expected to support team in finding trends and opportunities to bring the client’s operational support closer to a strategic level.
- Need for SME who can develop closer relationships with Product & Sales teams.
- Proactively notify clients regarding any widespread or business critical problems with the application,
- Stay current with VCS products, releases and inform / educate clients as needed on latest enhancements
- Coach all new staff and recognize training opportunities for all staff
- Provide leadership and communication responsible for escalating to department management when issues arise that might jeopardize problem resolution
This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Qualifications
Qualifications
- Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving
- Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgment
- Ability to set priorities and manage customer expectations internally and externally, 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.
- Superb proficiency with troubleshooting and resolving complex issues
- Proficiency providing technical and consultative support to external customers and identify business needs.
- Public speaking skills
- Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
- Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
- Strong skills in Excel for data analysis.
- Advance Power point for professional presentations.
- Excellent verbal, written, presentation and interpersonal skills required.
- Must be Amenable to Work US Hours
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.