Client Success Consultant - Shared Services

at  visa

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
Job Description
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.
The Client Success Consultant – Shared Services is an individual contributor role responsible for the day-to-day operational needs for multiple clients within a shared service support model.
This role serves as a technical/functional specialist and works with guidance and support on more complex situations.

Responsibilities

• Provide high value service support on day-to-day items to Visa Clients (Issuers, Acquirers, Partners, Fintechs etc) to ensure customer expectations are exceeded, advocate on behalf of the clients
• Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation – meeting required deadlines
• Support inquiries related to Visa products and services – that come via Client Resolution to the Shared Services Hub
• Provide predefined/ templated operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing & settlement, back-office processing) – as defined as areas of focus and prioritization for the CSM Shared Services Hub by management and named accounts
• Coordinate, communicate and govern all activities for client readiness for mandates, enterprise and market initiatives, including, but not exclusive to, Business Enhancements.
• Support the development of central assets to refine the daily activities of the CSMs and hence decrease their time spent on low value activities – includes, analytics, dashboards, templates etc.
• Support client implementation projects and liaise with other teams to ensure requirements are understood, alongside the direction of the client implementation consultants/ managers leveraging implementation guides and readiness checklists
• Support the templating and preparation of regular operational reviews to be conducted with named clients from CSM Shared Services Hub. Conduct operational reviews on names account, with guidance and support
• Increase client’s adoption to Visa Self Service tools and ensure client’s compliance with Operational Resilience, based on prioritized and targeted clients
• Provide information to clients of upcoming product/ service changes that require client planning based on webinar and enablement plans defined by management
• Provide a supporting role to disseminate approved Corporate Communications’ messages to clients and maintain ongoing interaction with clients to meet their specific needs throughout a crisis event, coordinating and escalating queries where appropriate to senior members of the team and management
• Provide continuous and timely input to management to drive escalating to relevant department management when issues arise that might jeopardize problem resolution from CSM Shared Services Hub
• Considered the operational liaison for client’s processing, operational business and escalation needs, coordinating internal stakeholders as needed: Sales, Risk, Treasury and CS teams
• Coordinate internal resources to accomplish Visa and client objectives
• Build and enhance positive working relationships with clients (named only) and internal stakeholders
• Stay current with industry trends and maintain a strong knowledge of Visa products and services.
• Support opportunities to optimize Authorization, billing and dispute performance management as driven from central optimization identifiers from relevant teams.
• Review cases raised alongside client feedback to make recommendations within Visa for improvement
• Log required data accurately as expected to maintain consistent internal reporting dashboard for different management levels
• Develop and provide presentations to internal and external stakeholders as needed, with support
• Present regular customer and departmental reporting for tracking customer or service issues, as required and against agreed routines and cadences
• Present client analysis to peers and leadership, upon request

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.

Qualifications

• The ideal candidate should be a self-starter with a demonstrated ability to work collaboratively to achieve results as part of an newly established team
• Significant experience in a client support role in financial services, payment card, software or information services
• Excellent verbal, written, presentation and interpersonal skills are required.
• Must have in-depth knowledge of Authorizations, Clearing & Settlement & back-office processing
• Must have a good working knowledge of payments network and processing services
• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving
• Client focus with proven ability to establish productive working relationships with staff and management at all levels
• Ability to set priorities and manage customer expectations, with the relevant guidance and support necessary. Work both as part of a team and independently
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions
• Proficiency providing technical and consultative support to external customers and identify business needs
• Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs
• Fully computer literate in MS Office tools (e.g. Excel, PowerPoint, Word, Visio, etc.)
• Preferably experience working with CRM product/s
• Fluent in Polish and English required
• Good time management, holistic process-thinking and planning skills are essential. Related certifications are a plus, for example:
• Project management certification
• Lean Six Sigma
• Ability to set priorities independently (as far as possible), and work collaborative to influence stakeholders and colleagues drive the outcomes expected from the role

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

• Provide high value service support on day-to-day items to Visa Clients (Issuers, Acquirers, Partners, Fintechs etc) to ensure customer expectations are exceeded, advocate on behalf of the clients
• Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation – meeting required deadlines
• Support inquiries related to Visa products and services – that come via Client Resolution to the Shared Services Hub
• Provide predefined/ templated operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing & settlement, back-office processing) – as defined as areas of focus and prioritization for the CSM Shared Services Hub by management and named accounts
• Coordinate, communicate and govern all activities for client readiness for mandates, enterprise and market initiatives, including, but not exclusive to, Business Enhancements.
• Support the development of central assets to refine the daily activities of the CSMs and hence decrease their time spent on low value activities – includes, analytics, dashboards, templates etc.
• Support client implementation projects and liaise with other teams to ensure requirements are understood, alongside the direction of the client implementation consultants/ managers leveraging implementation guides and readiness checklists
• Support the templating and preparation of regular operational reviews to be conducted with named clients from CSM Shared Services Hub. Conduct operational reviews on names account, with guidance and support
• Increase client’s adoption to Visa Self Service tools and ensure client’s compliance with Operational Resilience, based on prioritized and targeted clients
• Provide information to clients of upcoming product/ service changes that require client planning based on webinar and enablement plans defined by management
• Provide a supporting role to disseminate approved Corporate Communications’ messages to clients and maintain ongoing interaction with clients to meet their specific needs throughout a crisis event, coordinating and escalating queries where appropriate to senior members of the team and management
• Provide continuous and timely input to management to drive escalating to relevant department management when issues arise that might jeopardize problem resolution from CSM Shared Services Hub
• Considered the operational liaison for client’s processing, operational business and escalation needs, coordinating internal stakeholders as needed: Sales, Risk, Treasury and CS teams
• Coordinate internal resources to accomplish Visa and client objectives
• Build and enhance positive working relationships with clients (named only) and internal stakeholders
• Stay current with industry trends and maintain a strong knowledge of Visa products and services.
• Support opportunities to optimize Authorization, billing and dispute performance management as driven from central optimization identifiers from relevant teams.
• Review cases raised alongside client feedback to make recommendations within Visa for improvement
• Log required data accurately as expected to maintain consistent internal reporting dashboard for different management levels
• Develop and provide presentations to internal and external stakeholders as needed, with support
• Present regular customer and departmental reporting for tracking customer or service issues, as required and against agreed routines and cadences
• Present client analysis to peers and leadership, upon reques