Consultant, Technical Solutions

Company Description

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.

Job Description

The Technical Solutions team is integral to deliver comprehensive client support for Visa’s wide-ranging products and services. The Risk and Identity Solutions and Post Purchase Teams are seeking a motivated, strategic, and collaborative leader to implement effective solutions, represent client interests, and cultivate a team culture founded on trust and respect.  In this Consultant role, you will engage with a variety of clients to ensure our solutions remain adaptable, high-performing, resilient, and consistently deliver an exceptional customer experience. This is not just an “issue in, issue out” kind of job. We are looking for creative troubleshooters who want to join in the modernization of how we work and to affect change throughout the organization. We are moving from a waterfall, reactionary model, to a more agile model where we proactively work with our clients to address their business needs.

The ideal candidate will be one part Business Analyst, one part Technologist, a dash of Product Manager and have serious Customer Service chops

This position entails direct technical account management responsibilities. Your primary focus will be to help drive revenue growth by actively promoting and expanding client adoption of Visa’s risk services. Additionally, you will work to enhance approval rates by identifying critical friction points and executing targeted optimization strategies.

Essential Functions

• Strong knowledge in payment processing, encompassing all stages from Authentication through to the Settlement cycle.
• Strong problem-solving skills with a will for continuous learning
• Responsible for managing the business and support needs for all Clients utilizing various Visa tools
• Able to shift priorities as needed and demonstrate proactive willingness to help others, to ensure customer expectations are exceeded, and advocate on behalf of the clients
• Strong organization skills including resolution management and follow-up
• Proactively identify operational opportunities to increase service quality or efficiency for clients or for team
• Collaborate with others and take responsibility to find solutions to complex problems while being considered a functional expert
• Serve as a role model and change agent within the team, demonstrating proactive support and clear communication.
• Align with Client Services strategies, understanding and supporting the team’s needs, and mgmt. priorities
• Maintain and lead relationships with internal and external Clients, understand client needs and gain insight on the need to enhance the support approach provided.
• Some travel may be required
• Experience with Microsoft Dynamics, SharePoint, JIRA, and/or Wikis (Confluence)
• Possible weekend hours and after-hours on-call support on a rotating basis
• Willingness to perform other duties to support team objectives
• Additional responsibilities may be assigned as business needs evolve.

This is a hybrid position. Your Hiring Manager will confirm your expected office days.

Qualifications

Basic Qualifications

• 5 or more 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)

Preferred Qualifications

• 6 or more years of work experience with a bachelor’s degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
• Minimum of 5 years’ experience in a customer support role in software, financial or information services.
• Background in the 3DS in the EMVCo work streams
• Builds productive relationships across department and functional boundaries
• Background managing Risk Products such as Visa Risk Manager (VRM), Visa Consumer Authentication Service (VCAS), Dispute Management
• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.
• Proficiency providing consultative support to external customers and identifying business needs
• Proven ability to manage assignments that are of diverse scope and complexity and require significant initiative and judgment
• Excellent verbal, written, presentation and interpersonal skills are required

Additional Information

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 welcomes and encourages applications from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.