Consultant, Client Success

**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.
Team Summary:
Client Services 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 support client implementation of Visa products and services globally, Client Services 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.
What a Client Success Consultant does at Visa:
- Support in the delivery of all key enterprise initiatives by engaging with country team, cross-functional teams and clients primarily in the Brazilian market (core business, digital initiatives, system mandates, and so on).
- Actively work with clients in leading and influencing them to perform required calibrations to their system, operational procedures, understanding of Visa rules, etc. in order to be in-line with regional and global best practices to increase or optimize their card payment business profitability.
- Support key initiatives and ensure all clients are up to speed with their VisaNet operational and technical knowledge by designing and executing comprehensive client training programs that include coverage new clients' onboarding, intermediate and advanced level of VisaNet knowledge.
- Lead conversations involving cross-functional Visa organizations, country teams and clients in developing a capability and solutions-based approach that is critical to the implementation of new Visa products and services.
- Manage and drive key internal and external stakeholders in adeptly resolving critical issues on the ground independently and without the proximity of peers/colleague in the hub.
- Be the main escalation point of issues affecting client processing and connectivity to VisaNet.
- Assume the role as a Consultant and Subject Matter Expert to both internal and external stakeholders and demonstrate a high degree of flexibility as well as agility in developing win-win situations and designing approach on successful delivery of key projects, addressing complex issues and challenges that relates to core business growth and digital deployment initiatives.
- Lead and contribute in important regulatory discussions by delivering workshops tailored for decision-makers aimed at educating participants on VisaNet Operations. To use these meetings as opportunity to clearly articulate the value, reliability and security of Visa products/services to the country.
Why this is important to Visa:
This enables us to deepen our partnership with our clients and bring value to their business.
Projects you will be a part of:
As part of the team, you will get opportunity to work on strategically important projects for clients and Visa
- Working with various teams to identify opportunities and leverage on internal tools and expertise and develop holistic solutions to help increase service quality, revenue and efficiency for clients
- Understanding the new products and services requirements and coordinate internal resources to accomplish Visa objectives and client deliverables
This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.
**Qualifications**
What you will need:
- Bachelors/Degree or equivalent experience
- Typically requires a minimum of 6-10 years of experience in a customer support role in software, financial or information services, or with at least 5 years knowledge on payment systems services is required.
- Local market and regulatory knowledge (Brazil) and functional experience in bankcard operations, preferably Visa, supporting highly complex clients and/or services
- Working knowledge of Visa systems including authorization and clearing systems, client connectivity, Visa Settlement Services, Visa dispute processing
- Working knowledge of payments network and processing services - message routing, STIP, clearing and settlement
- Strong interpersonal skills and proven abilities in negotiating with and influencing customers

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