Associate, 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.

Job Description

Team Summary

The Client Services team 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, successful deployment and support of Visa products and services, enabling our client facing teams to deliver and scale new products, services, and initiatives into the market.

We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

What an Associate does at Visa:

The Asia Pacific (AP) Shared Services Client Success Management team provide knowledge and expertise on market technology and infrastructure for Visa issuers, acquirers, processors, fintech and merchants.

The Shared Services Client Success Management Associate is responsible to manage post-sale and operational relationships for a significant group of Visa’s growth clients by overseeing onboarding and implementation processes, maximizing adoption of deployed products, driving Client Success outcomes, and optimizing client performance. This position is at an intermediate level and requires execution, analytical skills, and solid client relationship abilities.

In this role, you are expected to:

• Manage operational support and fulfilling service needs of moderate complexity for Tier 3 clients. This includes respond to inbound client queries as well as outbound proactive client engagement.
• Play a critical role in working with the client to identify operational efficiencies, manage assignments such as client initiative or change requests that are diverse in scope, and search out appropriate courses of action.
• Act as liaison for the client to provide technical expertise to structure effective program or solutions, service change support and system enhancement support.
• Develop communications and manage communications end-to-end, distributing to clients and governing responses.
• Deliver and support biannual business enhancements and all Visa mandates.
• Manage incident management - identify and analyze processing problems and identify customer impacts to provide report as appropriate
• Be accountable and serve as an escalation point for high impact or complex issues encountered by L1, L2, and L3 support team or country team.
• 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.
• Partner with Account Executives to identify additional business opportunities for clients, drive value-added services and new payment flows to increase service quality and revenue.
• Stay current with industry and client trends and maintain a working knowledge of Visa products and services.
• Collaborate with key stakeholders to drive ‘first-contact resolution by achieving scale, consistency, and automation for clients.

Why this is important to Visa

Client Success is a critical function in Visa. We are the subject-matter-experts to deliver best-in-class client services from operational perspective. This role will also provide the opportunity to shape how we lead the management of our clients through support and input into the tools, capabilities and processes that impact the client experience. This enables us to deepen our partnership with our clients and bring value to their business.

The individual will also define and deploy client support and service implementation strategies that drive value for our clients and support Visa’s strategy. This involves delivering effective, efficiency and consultative support aligned to business objectives and critically, establishes and fosters working relationships with Visa’s clients as well as internal stakeholders across all levels of staff and management, ensuring the Client Services team are regarded as operational partners and able to effectively represent client needs.

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

Qualifications

What you will need:

We are looking to hire candidates who is curious about the payments industry, results-driven and client-centric. As a candidate you should have:

• Bachelor’s Degree or equivalent qualification
• Minimum 1 years of experience in a customer support role in software, financial or information services, or with at least 1 years knowledge on payment systems services is a plus
• Strong technical aptitude with the ability to absorb technical information and apply it to business solutions
• Familiarity with automation and process improvement methodologies is a plus
• Working knowledge of Microsoft Office
• Self-motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative teamwork spirit and proven abilities in organizational, conceptual, and logical problem solving
• Customer focus with proven ability to establish productive working relationships with staff and management at all levels
• Ability to set priorities and manage customer expectations, and work both as part of a team and independently
• Excellent time management, project management, organization, and planning skills

What will also help:

• Working knowledge of Visa systems including authorization and clearing systems, dispute cycle and process, client connectivity, Visa Settlement Service will be a plus
• Demonstrate success in client relationship management
• Be able to work independently and receives minimal guidance
• Intellectual curiosity

Projects to be a part of:

As part of the team to work on strategically important projects for clients and Visa.

• Develop and deliver a differentiated, scalable client service model, from actical operatitons to strategic partnerships to deliver services such as optimisation, consultation and business planning that deliver value and drive client success.Working with cross-functional team to identify opportunities 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

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.