Release Specialist & Client Success Consultant – Shared Services Europe

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.

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.

This role serves as a technical/functional specialist and works with guidance and support on more complex situations.

Responsibilities:

• Client relationship management with Issuer, Acquirer and Processor, that involves regular communication with clients via email, phone and Microsoft OneCRM to understand their needs and resolve their issues, pre-dominantly focused on Business Enhancement Release (BER), but also operational nature.
• Provide information to clients and conduct outreaches for initiatives in close alignment with Shared Service Hub (SSH) and broader Client Success Manager (CSM) function.
• OneCRM queue and Outlook mailbox coordination of BER and Shared Service Hub team to ensure prompt and comprehensive resolution of client queries (that come via Client Resolution). This might include redirecting queries to correctly identified internal stakeholders.
• Requires managing specific clients that are assigned to you for the BER but will also include non-managed clients. 
• Accountable for end-to-end BER process with our clients to ensure compliance and readiness within pre-defined deadlines. Follow exception process if required.
• Understand the BER related Technical Letters to be able to serve technical client queries.
• Collaborate and coordinate internal resources to accomplish Visa and client objectives.
• Provide necessary support to the SSH CSMs in managing client relationships and solving client issues.
• Provide continuous and timely input to management to drive escalating to relevant department management when issues arise that might jeopardize problem resolution.
• Stay current with industry trends and maintain a strong knowledge of Visa products and services.
• Log required data accurately as expected to maintain consistent internal reporting dashboard for different management levels.

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.

• Self-starter with a demonstrated ability to work collaboratively to achieve results as part of a newly established team.
• Knowledge of payments network and processing services required.
• Technical knowledge of Authorizations, Clearing & Settlement & back-office processing and experience with Visa Business Enhancement (BER) advantageous.
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
• Ability to set priorities and manage customer expectations, with the relevant guidance and support necessary. 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.
• Proficiency providing technical and consultative support to external customers and identify business needs.
• Fully computer literate in CRM product/s (e.g. Microsoft OneCRM) and MS Office tools, preferably with knowledge how to leverage those at scale.
• Fluent English required. Local language and any other additional European languages advantageous.

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.