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

The Technical Account Management group works with deployed client service experts to develop and deliver the support model for Visa Inc. issuers, acquirers, processors and merchants worldwide. This includes day-to-day operations and product support, specialized help desks, back office support and customer performance reporting.

This position is at the professional level, serves as a technical/functional specialist and is involved in solving complex problems.

Principal Responsibilities/Key Results Area

• Provide information and direction to Clients regarding Visa products, tools and services, Visa rules and transaction research.
• Act as liaison for Clients and provide problem management.
• Identify and analyze operational problems affecting Clients; communicate ongoing situation status and resolution.
• Serve as a contact and/or internal escalation point of day-to-day support for Global/Regional Clients.
• Share Client business and processing issues and relay support and/or training needs of Clients to other internal stakeholders.
• Stay abreast of new products and services, including industry and technology trends, to be able to support Visa strategic goals and Client needs and implement new approaches and practices as required.
• Identify, recommend and monitor, where appropriate, operational efficiency enhancement opportunities for Clients and Visa at a country/regional level.
• Advocate on behalf of Clients to internal stakeholder organizations including CSS, Sales, Product, Systems, Risk and Legal teams.
• Work with other support teams on the resolution of Client inquiries/requests. Assist in coordinating internal resources to accomplish Visa and Client objectives and ensure Client experience standards are met.
• Identifies internal procedures, opportunities and value-added solutions that enhance Client experience.
• May participate with other Visa regional counterparts in Client facing strategic meetings to discuss overall objectives and impacts of Client’s global business.
• Prepares and delivers advanced team/unit level reporting and SLA performance in support of managerial and strategic initiatives
• Able to shift priorities as needed and demonstrate proactive willingness to help others, to ensure customer expectations are exceeded and advocate on behalf of the Clients 
• Willingness to collaborate with others and take responsibility to find solutions to complex problems while being considered a functional expert

Accountability & Scope

• Identify and resolve work flow issues and refer unusual problems to appropriate specialist or manager for resolution
• Makes decisions guided by policies, procedures and business plan
• Works independently and receives minimal guidance, once training is completed
• Responsible for adhering to Visa’s Key Controls, including the protection of non-public data.

Key Compentencies:

• Strong collaboration and teamwork
• Excellent analytical and numerical skills
• Strong written and verbal communication skills required in one or more additional languages widely used in target market(s)
• Expert level understanding of the payment and data processing and technical support industries including trends.
• Excellent presentation skills and strong knowledge of Microsoft Office

Qualifications

Basic Qualifications:

• 2 years of work experience with a Bachelors Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
• Support the design, implementation and maintenance of quality control processes to:
  • Understand, evaluate, and execute procedures properly and investigate any deviations to the process.
  • Set up, maintain documentation and control procedures.
• Working knowledge of Client business drivers for their operations and processing businesses
• Working knowledge of Visa systems including authorization and clearing systems, client connectivity, Visa Settlement Service and Tokenization.
• Strong technical aptitude with the ability to absorb technical information and apply it to business solutions
• Clearly expresses ideas using sound data through the highly proficient use of desktop tools
• Strong 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 verbal, written, presentation and interpersonal skills are required
• Fluency in English, Spanish are required

Preferred Qualifications:

• 3 or more years of work experience with a Bachelors Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
• Experience working with e-commerce platforms, shopping cart technologies, and/ or payment service providers (gateways) 
• Experience with web-based software development technologies: PHP, ASP, .NET, JavaScript, HTML, XML, JSON, REST APIs 
• Strong SQL skills 
• Understanding of mobile payments and architecture, including, NFC, TSMs, OTA, secure elements, contactless payments, online/remote payments, QR Codes, cloud based payments and chip cards (contact and contactless) 
• Understanding of Web Security: SSL, HTTPS, Hash algorithms 
• Familiarity with PCI DSS 
• Fluency in English, Spanish AND Portuguese 

Additional Information

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law

Work Hours: Varies upon the needs of the department

Travel Requirements: This position requires travel 0% of the time

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.