Senior Consultant, Client Success

4 weeks ago

Auckland City, New Zealand Visa Full time

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging - where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.

**Join Visa: A Network Working for Everyone.**

**Job Description**:
**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 supporting 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 Senior Consultant, Client Success does at Visa**

As a Senior Consultant, Client Success, you will be leading Client Services operational engagements for one of our key Visa clients in New Zealand. This position requires execution, analytical skills, and client relationship abilities. This role works independently.

In this role, you are expected to:

- Partner with Account Executive (AE) to lead operational activities with our client providing an advanced level of technical consultation on systems and services.
- Act as liaison for the client and provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
- Provide proactive planning and 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)
- Represent complex customer change requests, system, or operational requirements, negotiate and manage expectations
- Work with our clients to manage assignments such as client initiatives, or change requests that are diverse in scope, and determine the appropriate courses of action to deliver.
- Deliver support for Visa’s biannual business enhancements.
- Present & support relevant Visa business requirements & mandates and manage waiver processes where applicable.
- Assist in incident management, identifying processing problems and client impacts, communicate ongoing situation status and resolution.
- Coordinate internal resources to accomplish Visa and client objectives and ensure processing system performance standards are met and that the client perspective is represented within the organization.
- Stay current with industry and client trends and maintain a working knowledge of Visa products and services.
- Identify and implement opportunities to improve the client experience by streamlining operational processes.
- Advocate on behalf of clients to internal stakeholders including Account Executives, Client Services, Merchant Sales & Acquiring, Product and Risk and to expedite resolution and implementation of solutions achieving highest possible degree of client satisfaction with a view to enhancing the client’s Visa experience.
- Identify additional business opportunities for clients, drive value-added services and new payment flows to increase service quality & revenue.

**Why this is important to Visa**

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**:
What you will need
- A Bachelor’s Degree or equivalent qualification with 10+ years of experience in a customer support role in software, financial or information services, or with at least 4 years knowledge on payment systems services
- Issuing & Acquiring knowledge and functional experience in digital payment operations, preferably Visa, supporting highly complex clients and/or services
- Working knowledge of Card Payments & Visa systems including authorization &

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