Client Care Consultant, CEMEA

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. CS is responsible for a host of critical services that support the broader Visa organization and clients, including Account Management, Project Management, Visa Rules Management, Dispute Resolution Management, Compliance, Client Testing and Configuration, and Client Tools. The team also provides support for Visa’s DPS, CyberSource, Authorize.net, and Cardinal Commerce businesses. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

Job Description and Responsibilities

The Regional Client Resolution team is responsible for providing operational support to Clients and their line(s) of business, managing a wide range of moderate to complex problems of diverse scope, identifying opportunities to improve Client performance and Client experience along with the appropriate courses of action, and driving issues and opportunities through to completion.

Responsibilities

• Identify, troubleshoot, and resolve operational (production) related queries regarding VisaNet Core Application Services, Billing, Visa Resolve Online, Clearing&Settlement, Visa Token Service, Visa Secure and other operational queries.

• Perform general transaction research to analyze potential technical or operational problems or issues.

• Log service requests (cases) in a timely and accurate manner in accordance with defined internal processes and standards.

• Keep accurate records in the defined CRM system.

• Act as the voice of the client to other internal groups, including the Product and Technical teams.

• Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs.

• 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.

• Propose and manage strategic planning and 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 SLA performance both internally and externally and develop improvement plans to address chronic client problems.

• Provide guidance on Client processing strategies, environments, interfaces and business priorities.

• Support biannual business enhancements and all Visa mandates.

• Work closely with Technical Account Managers, Client Success Managers, Implementation Managers, Client Configuration teams, Licensing, Sales, Solutions, other Visa teams to understand Client objectives and to seek out solutions. 

• Coordinate with other Visa teams to expedite the resolution and implementation of solutions to ensure that all Visa products and services operate at the highest level of performance.

• Maintain relationships with internal and external Clients/Stakeholders to understand local market needs and trends, and gain insight on the need to enhance support approach.

• Establish and foster relationships with Clients and internal stakeholders at all levels of staff and senior management.

• Stay abreast of new rules, products and services, and industry and technology trends to be able to support Visa strategic goals and Client initiatives.

• Maintain advanced knowledge of all supported product and services and how these impact clients’ business.

• Contribute to the defined team operational metrics/targets execution.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

• Bachelor’s degree and five or more years of experience in the payments, software, banking or information services industry
• Experience with API integration, JSON feed, error/exception handling is beneficial
• Expert level knowledge of Visa’s systems including Authorization, Clearing&settlement systems, Digital solutions, other
• Strong customer-focus, ability to build client relationship
• Strategic thinking, and problem-solving skills to provide proactive identification of processing inefficiencies, service change needs and system enhancements, client experience improvement opportunities
• Technical aptitude with the ability to absorb technical information and strive for continuous learning
• Fluent in Russian, English
• Data analytical skills
• Strong communication and business writing skills
• Proficiency in Microsoft Office, Excel, Tableau

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.