Consultant, Technical Solutions - job 1 of 11

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

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 Consultant provides operational and technical support to North American 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.

• 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

• Assist ongoing proactive operational reviews

• Role may be 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.

• 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

• Available to travel 10-20% of the time or as needed to support business, based on assigned clients.

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Basic Qualifications:
• 5+ years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD, OR 8+ years of relevant work experience.
• 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 commercial 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.

Preferred Qualifications:
• 5+ years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD, OR 8+ years of relevant work experience.
• While this is a customer service role (not IT), experience in troubleshooting complex web applications, application programing interfaces (APIs) gateways, integration or environment issues is a plus

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 99,700 to 180,650 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.