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

Technical Solutions is part of the North America Client Services organization in charge of providing 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, and educating our client facing teams on how the solutions we provide can benefit their business.

We work with issuers, acquirers, fintechs, processors and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product servicing and customer performance reporting. The Portfolio Solutions Support team uses this expertise to build and lead a variety of support activities for Visa Inc. clients.

Job Scope

This is an individual contributor role responsible for providing complex production support as well as business leadership (plan, direct, coordinate and lead activities, etc.) within Visa for Rewards and Loyalty products. This role should work independently with guidance only in the most complex situations.

Responsibilities

• Provides business support and operational customer service needs to Clients launching consumer and/or business credit portfolios and guidance on appropriate applications.
• Collaborate with others and take responsibility to accomplish Visa and client objectives, finding solutions to complex problems, proactively identify best practices, processing efficiencies/opportunities, providing quantifiable results and system enhancement support.
• Maintain deep product knowledge in Credit (Consumer and Small Business), Account Level Management (ALM), Loyalty Platforms (VCS, VLPS and VOP) and similar products, services, offerings, etc. in the North America region.
• Understand how decisions may affect other teams and contribute to broader success.
• Liaise with Issuers, and various Visa teams (Product, Sales, Account Management, and Operations) to bring successful completion/resolution of projects/issues and to represent the client’s interest within Visa.
• Create and maintain detailed logs of internal and external interactions within CRM.
• Manage and troubleshoot escalated data quality and interchange problems, interfacing internally with Product, Operations and/or externally with Client technical and business teams.
• Problem-Solving experience across a matrixed organization.
• Able to shift priorities as needed and demonstrate a proactive willingness to help others while managing non-routine launches/migrations as well as tactical and strategic clients and Visa initiatives.
• Proactively identify best practices, assessing process and product optimization efficiencies/opportunities, providing quantifiable results and system enhancement support to drive results against organizational priorities and key performance indicators.
• Assist with developing, implementing and monitoring departmental goals/ functional strategies to ensure achievement.
• Responsible for own workflow assignments and must be able to take the initiative to resolve issues and meet deadlines.
• Acquire and maintain a deep understanding of the strategies, priorities and issues related to Visa’s goals.
• This is an individual contributor role working in a matrixed environment and requires on-call rotational support to manage East Coast and West Coast hours and provide weekend support when applicable. Role could expand to provide support for additional existing or new products/services requiring similar skill set.

Secondary Job Responsibilities:

• Develop subject matter expertise, acquire and maintain a deep understanding of supported products to resolve issues, identify operational opportunities, and train clients.
• The candidate must have a solution mindset, collaborate easily and successfully with all levels of management in a matrix organization structure.
• Strong leadership and interpersonal skills are required as cross-functional activities must be completed during the client support process.
• Operates with minimal supervision and able to make informed, well-reasoned decisions independently.
• Thrives on an environment that is fast-paced and dynamic to influence others and set solution-based direction.

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

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) or 0 years of work experience with a PhD
• Must have a full professional proficiency in English.
• Excellent communication skills, with the ability to effectively convey complex technical concepts to both technical and non-technical stakeholders.
• Proficiency providing consultative support to external clients and identifying business needs and operational opportunities.
• Strong interpersonal skills and excellent time management, organization, and planning skills are essential
• Must be a self-starter with ability to set priorities and manage customer expectations, and work both as part of a team and independently.
• Needs to be able to develop and be part of the solution, effectively prioritize and multi-task under deadlines, influence others, and manage customer expectations.
• Demonstrated expertise in using standard MS Office tools (e.g., MS Project, Excel, PowerPoint, Word, Visio, etc.).
• Excellent business ethics is required, and the successful candidate will have experience and demonstrated success in the above listed core competencies.
• Excellent verbal, written, presentation and interpersonal skills are required.
• Experience supporting web-based API technologies - JSON, REST/SOAP.
• Experience with SharePoint, JIRA, Dynamics, and/or Wikis (Confluence).

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) or up to 3 years of relevant experience with a PhD
• 8-10 years of responsible experience in an implementation support role in software, financial or information services.
• Additional experience with credit card portfolios as well as rewards and loyalty programs is a plus.

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.