Senior Consultant

Global Client Services works with issuers, acquirers, processors, and merchants worldwide to develop and deliver the support model for Visa. Providing day-to-day operations and product support, back office support and customer performance reporting.

Client Services is recognized as the Visa authority for Client operational business within Visa and the business units of Client organizations. 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.

What we expect of you, day to day.

The post holder will be considered the functional expert for their clients processing and operational business. In addition, the key responsibilities outlined below for this role as part of the CEE & VE Client Services Client Success team.

• Takes ownership & accountability for the resolution of operational support issues for a key Merchants in Europe, whilst partnering with the MS&A team.
• Liaise and collaborate across Visa to ensure their client’s needs are understood.
• To coordinate, communicate and govern client readiness for mandates, enterprise, and market initiatives, including, but not exclusive to Business Enhancements.
• Provide insight and input within cross functional Visa organizations for new or changing products and services which may impact their clients, including Visa rules and transaction research.
• Act as liaison for the client provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
• Provide proactive planning and operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner whilst 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.
• Identify and analyse 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 MS&A team to identify additional business opportunities.
• Perform ongoing proactive operational reviews with client to include billing and transaction processing, identifying, and discussing opportunities to make improvements.
• Supporting the client authorization rate optimization initiatives, collaborating both internally and with the client to ensure improved performance in identified market and type of transactions.
• To manage client escalations within their assigned portfolio.
• To support client implementation projects and sort out issues related to them
• To provide consultancy on local operational, regulatory and payment systems knowledge, where relevant.
• To identify opportunities to optimize Authorization, billing and dispute performance management.
• Crisis management – To disseminate approved Corporate Communications’ messages to clients and maintain ongoing interaction with clients to meet their specific needs throughout a crisis event, coordinating and escalating queries where appropriate (as per agreed Crisis Management Plan).

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.

Requirements

· Significant experience in a customer support role in financial services, payment card, software, or information services.
· Bachelor’s degree or equivalent experience.
· Excellent verbal, written, presentation and interpersonal skills are required, fluency in English, writing and oral required.
· Must have in-depth knowledge of Authorisations, Clearing & Settlement & back office processing.
· Must have a good working knowledge of payments network and processing services.
· Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.
· Client 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.
· Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
· Proficiency providing technical and consultative support to external customers and identify business needs.