Sr. Consultant, Client Success - job 1 of 3

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.

Team Summary:

Client Services 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 implementation of Visa products and services globally, Client Services 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.

What a Sr. Consultant at Client Success does at Visa:

As a Sr. Consultant, you will be leading Client Services operational engagements for Visa clients.  This position requires execution, analytical skills, and client relationship abilities. This role works independently.

In this role, you are expected to:

• Day-to-day operations and product services support to drive Core Consumer Payment and New Flow business
• Delivery Advisory and Consulting CS VAS
• Network Performance review to identify new CS VAS opportunity.

Main jobs:

• Utilize CS operational expert to sell VAS to optimize China clients processing and operational workflow.
• Provide insight and input within cross functional Visa teams for new or changing products and services which may impact clients to sell VAS.
• Act as liaison to coordinate internal resources for the client to provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support to accomplish Visa and client objectives.
• Provide proactive management support that encompass providing operational support to deliver on regional and global priority initiatives to drive CS modernization.
• Stay current with industry and client trends and maintain a strong knowledge of Visa products and VisaNet services.
• Develop and manage short term operational initiatives, special projects and client-driven continuous improvement plans.
• Identify and analyze processing problem with transaction process impacts, communicates ongoing situation status, Reports SLA performance and develops improvement plans to address chronic client problems.
• Level 1 support to provide clarification on Visa chargeback rules and policies and how it impacts certain client situations.
• Align global CS support strategies and apply working knowledge of Visa and Visa product, systems and procedures and market dynamics to ensure effective resolution of processing and business issues that may represent significant financial implications.
• Collaborated with internal stakeholders including BD, CS, Product, Network, Risk and Fraud to expedite the resolution and implementation of solutions to achieve the highest possible degree of client satisfaction with a view to enhancing the client’s Visa experience.

Why this is important to Visa:

Client Success is a critical function in Visa.  We are the subject-matter-experts to deliver best-in-class client services from operational perspective. This role will also provide the opportunity shape how we lead the management of our clients through support and input into the tools, capabilities and processes that impact the client experience. This enables us to deepen our partnership with our clients and bring value to their business.

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.

What you will need:
We are looking to hire candidates who have already accumulated a variety of experience, you will be curious about the payments industry, results-driven and client-centric. As a candidate, you should have:
• Bachelor’s Degree or equivalent qualification
• Minimum 8 years of experience in a customer support role in software, financial or information services, or with at least 2 years knowledge on payment systems services
• Strong technical aptitude with the ability to absorb technical information and apply it to business solutions
• Self-motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative teamwork spirit and proven abilities in organizational, conceptual, and logical problem solving
• Customer and business 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
• Excellent time management, project management, organization, and planning skills
• Communications skills both verbal and written in Mandarin to support a portfolio of clients from North China
• Excellent presentation and interpersonal skill are needed.

What will also help:
• Working knowledge of Visa systems including authorization and clearing systems, dispute cycle and process, client connectivity, Visa Settlement Service
• Demonstrated, detailed knowledge of the full breadth of systems, products and services offered by Visa
• Demonstrate success in client relationship management

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.