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
- Serves as the primary contact and initial escalation point for clients for all day‑to‑day support of Visa Money Movement Solutions products, services, processing questions, and issues. The role leads internal and external recovery efforts for product or processing service interruptions.
- Povide high‑value customer service support to Visa clients and internal staff, ensuring expectations are exceeded while advocating on behalf of clients. They are regarded as a functional expert in their clients’ operational business needs.
- Provide insight and input across Visa’s cross‑functional teams regarding new or evolving products and services that may impact clients. The Consultant acts as a liaison for clients and supports problem management, proactive identification of processing efficiencies, service changes, and system enhancements.
- Performing business analytics and monitoring performance of live merchants and partners; diagnosing and resolving API connectivity, authentication, and data‑exchange issues; and using SQL queries to investigate inconsistencies, missing records, or performance concerns. The Consultant also analyzes database logs and query execution plans to resolve errors.
- Leverage GenAI tools to automate troubleshooting tasks—such as generating diagnostic scripts or summarizing error and transaction logs—and integrates AI capabilities into workflows for quicker technical issue resolution. Staying informed about emerging GenAI technologies and applying them to improve operational efficiency is essential.
- Represent the client perspective within Visa, ensuring enhancements are prioritized appropriately. Additional responsibilities include coordinating internal resources to achieve Visa and client objectives, ensuring platform performance standards are met, and maintaining strong knowledge of Visa Money Movement Solutions.
- Identify and analyze processing issues affecting clients, communicates status updates and resolutions, provides SLA insights internally and externally, and develops improvement plans to address recurring challenges. They also ensure timely, comprehensive responses to client inquiries and maintain up‑to‑date documentation.
- Proactively identify operational opportunities and implements recommendations to enhance service quality and efficiency. They report client project accomplishments to senior leadership and provide education and training on best practices for supported services. They also perform ongoing operational reviews.
- While the role is primarily technical, the Consultant supports the team in identifying trends and opportunities to elevate operational support to a more strategic level. The position requires a subject‑matter expert who collaborates closely with Product and Sales teams.
- Coach new team members and identifies training opportunities for all staff. They provide inclusive leadership and communication and escalate issues that could impact resolution timelines.
- Travel up to 10–20% may be required depending on client needs.
- Understanding of transaction banking, large wire payments, international transaction management, SWIFT, and cash/treasury operations
- Experience in back‑office operations, settlement, and reconciliation
- Knowledge of secure communication protocols such as SFTP, FTPS, and HTTPS
- Ability to interpret technical information and apply it to business solutions
- Ability to identify service enhancement opportunities to improve client experience
- Self‑directed, with strong organizational and problem‑solving skills
- Ability to manage diverse, complex assignments requiring initiative and sound judgment
- Ability to set priorities, manage expectations, and work independently or collaboratively
- Strong technical aptitude and ability to absorb and apply technical concepts
- Experience providing technical and consultative support to external customers
- Effective public‑speaking skills
- Strong customer focus and ability to build productive relationships at all levels
- Ability to navigate a complex organization to determine and meet client and business needs
- Strong Excel skills for data analysis
- Advanced PowerPoint skills for professional presentations
- Excellent verbal, written, presentation, and interpersonal communication skills
- While this is a customer‑facing role (not IT engineering), experience troubleshooting web applications, API gateways, integrations, or environment‑related issues is beneficial
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.
