Consultant, Technical Solutions

Technical Solutions is part of the North America Client Services organization in charge of providing industryleading operational support to Visas 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 and educating our client facing teams on how the solutions we provide can benefit their business.

We work with issuers acquirers fintechs processors and merchants worldwide to develop and deliver the support model for Visa Inc. This includes daytoday operations and product servicing and customer performance reporting. The Portfolio Solutions Support team uses this expertise to build and lead a variety of support activities for Visa Inc. clients.  

Job Scope

This is an individual contributor role responsible for providing complex production support as well as business leadership (plan direct coordinate and lead activities etc.) within Visa for Rewards and Loyalty products. This role should work independently with guidance only in the most complex situations.

Responsibilities

• Provides business support and operational customer service needs to Clients launching consumer and/or business credit portfolios and guidance on appropriate applications.
• Collaborate with others and take responsibility to accomplish Visa and client objectives finding solutions to complex problems proactively identify best practices processing efficiencies/opportunities providing quantifiable results and system enhancement support.
• Maintain deep product knowledge in Credit (Consumer and Small Business) Account Level Management (ALM) Loyalty Platforms (VCS VLPS and VOP) and similar products services offerings etc. in the North America region. 
• Understand how decisions may affect other teams and contribute to broader success.
• Liaise with Issuers and various Visa teams (Product Sales Account Management and Operations) to bring successful completion/resolution of projects/issues and to represent the clients interest within Visa. 
• Create and maintain detailed logs of internal and external interactions within CRM.
• Manage and troubleshoot escalated data quality and interchange problems interfacing internally with Product Operations and/or externally with Client technical and business teams.
• ProblemSolving experience across a matrixed organization.
• Able to shift priorities as needed and demonstrate a proactive willingness to help others while managing nonroutine launches/migrations as well as tactical and strategic clients and Visa initiatives. 
• Proactively identify best practices assessing process and product optimization efficiencies/opportunities providing quantifiable results and system enhancement support to drive results against organizational priorities and key performance indicators. 
• Assist with developing implementing and monitoring departmental goals/ functional strategies to ensure achievement. 
• Responsible for own workflow assignments and must be able to take the initiative to resolve issues and meet deadlines. 
• Acquire and maintain a deep understanding of the strategies priorities and issues related to Visas goals.
• This is an individual contributor role working in a matrixed environment and requires oncall rotational support to manage East Coast and West Coast hours and provide weekend support when applicable. Role could expand to provide support for additional existing or new products/services requiring similar skill set.

Secondary Job Responsibilities: 

• Develop subject matter expertise acquire and maintain a deep understanding of supported products to resolve issues identify operational opportunities and train clients.
• The candidate must have a solution mindset collaborate easily and successfully with all levels of management in a matrix organization structure. 
• Strong leadership and interpersonal skills are required as crossfunctional activities must be completed during the client support process.
• Operates with minimal supervision and able to make informed wellreasoned decisions independently.
• Thrives on an environment that is fastpaced and dynamic to influence others and set solutionbased direction.

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Qualifications :

Basic Qualifications:
5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters MBA JD MD) or 0 years of work experience with a PhD
Must have a full professional proficiency in English.
Excellent communication skills with the ability to effectively convey complex technical concepts to both technical and nontechnical stakeholders.
Proficiency providing consultative support to external clients and identifying business needs and operational opportunities.
Strong interpersonal skills and excellent time management organization and planning skills are essential
Must be a selfstarter with ability to set priorities and manage customer expectations and work both as part of a team and independently.
Needs to be able to develop and be part of the solution effectively prioritize and multitask under deadlines influence others and manage customer expectations.
Demonstrated expertise in using standard MS Office tools (e.g. MS Project Excel PowerPoint Word Visio etc.).
Excellent business ethics is required and the successful candidate will have experience and demonstrated success in the above listed core competencies.
Excellent verbal written presentation and interpersonal skills are required.
Experience supporting webbased API technologies JSON REST/SOAP.
Experience with SharePoint JIRA Dynamics and/or Wikis (Confluence).

Preferred Qualifications:
6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters MBA JD MD) or up to 3 years of relevant experience with a PhD
810 years of responsible experience in an implementation support role in software financial or information services.
Additional experience with credit card portfolios as well as rewards and loyalty programs is a plus.

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.

Remote Work :

No

Employment Type :

Fulltime