This is an individual contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions. This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations. Considered the functional expert for their client's processing and operational business.
The role calls collaboration and partnership with cross-functional leadership across Client Services, Sales, Product, and Technology. The candidate should understand industry best practices and have client-facing technical consulting experience, and demonstrate breadth of knowledge in transaction banking and treasury management solutions.
Responsibilities
- The Consultant serves as primary contact and initial escalation point for clients for all day-to-day support of all Visa Money Movement Solutions products, services, processing questions and issues and leads internal and external recovery efforts of product and/or processing service interruptions.
- Provides high value customer service support on day-to-day items to Visa Clients and internal staff to ensure customer expectations are exceeded, advocate on behalf of the clients.
- Considered the functional expert for their client's operational business.
- Provide insight and input within cross functional Visa organizations for new or changing products and services which may impact clients.
- Act as liaison for the client, provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
- Perform business analytics and performance monitoring of live merchants and partners.
- Diagnose and resolve issues related to API connectivity, authentication, and data exchange issues.
- Use SQL queries to investigate data inconsistencies, missing records, or performance issues. Analyse database logs and query execution plans to identify and resolve errors.
- Leverage GenAI tools to assist in automating troubleshooting tasks, such as generating diagnostic scripts or summarizing error and transaction logs.
- Integrate GenAI capabilities into workflows for faster resolution of technical problems.
- Stay updated on emerging GenAI technologies and apply them to improve operational efficiency.
- Represent client perspective within Visa organization to ensure enhancements are prioritized.
- Coordinate internal resources to accomplish Visa and client objectives and ensure processing system/platform performance standards are met and that the client perspective is represented within the organization.
- Stay current with industry and client trends and maintain a strong knowledge of Visa Money Movement Solutions products and services.
- Identify and analyze processing issues with client impacts, consistently communicate situational status and resolution, advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems.
- Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation – meeting required deadlines.
- Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency.
- Report customer project accomplishments and deliverables to senior management
- Educate and train clients in best practices for all supported services.
- Perform ongoing proactive operational reviews.
- Role will mostly be technical in nature but will be expected to support team in finding trends and opportunities to bring the client’s operational support closer to a strategic level.
- Need for SME who can develop closer relationships with Product & Sales teams.
- Coach all new staff and recognize training opportunities for all staff.
- Provide leadership and communication, responsible for escalating to department management when issues arise that might jeopardize problem resolution.
- Available to travel 10-20% of the time or as needed to support business, based on assigned clients.
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.
- Understanding of transaction banking, large Wire payments, International Transaction Management, SWIFT, and Cash / Treasury Management solutions and operations
- Functional experience in in back office operations, settlement and reconciliation processes
- Knowledge in secure communication protocol such as SFTP, FTP/S and HTTPS a plus.
- Ability to comprehend and translate technical information and apply to business solutions
- Identification of service enhancement opportunities (i.e. faults with processes which are affecting client satisfaction) to enhance client experience
- Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving
- Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgment
- Ability to set priorities and manage customer expectations internally and externally, and 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.
- Public speaking skills
- Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
- Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
- Strong skills in Excel for data analysis.
- Advance Power point for professional presentations.
- Excellent verbal, written, presentation and interpersonal skills required.
- While this is a customer service role (not IT), experience in troubleshooting complex web applications, application programing interfaces (APIs) gateways, integration or environment issues is a plus
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.
