Job Description

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.


Team Summary: Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business. What the Consultant, Technical Solutions does at Visa: The Consultant, Technical Solutions position is an individual contributor role responsible for providing technical expertise, product consultation and problem resolution. This individual will primarily work with Visa Issuing Financial Institutions, technology partners, as well as internal product and IT operational teams. This is a customer facing role and this person will work as the functional / technical specialist to educate, inform and solve complex problems for B2B payments. This role includes managing the operational side of the client relationship and has a focus on working with partners in the payment ecosystem to further improve card acceptance across the market. In this role, you are expected to:

• Provide technical consultation and problem resolution to clients
• Identify and remove operational reasons for non-acceptance of card payments, partnering with both internal and external stakeholders to drive resolution
• Build and enhance positive working relationships with key clients and internal stakeholders
• Monitor and analyze key trends with live merchants and partners, escalating internally where appropriate
• Utilize CRM (Microsoft Dynamics) to respond to client inquiries, providing prompt response, status and keeping client updated throughout the incident
• As part of a global team, keep peers and relevant stakeholders informed and provide updates
• Act as liaison for the client by working with key internal teams including IT Operational teams, Product, Sales, and other business leaders
• Engage Technology and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues
• Educate and train clients on best practices for all supported services
• Represent complex customer change requests, system, or operational requirements, negotiate and manage expectations internally and externally
• Proactively notify clients regarding any widespread or business critical problems with the application,
• Stay current with VBS products, releases and inform / educate clients as needed on latest enhancements
• Follow the Sun support, as appropriate

Why this is important to Visa: The Consultant, Technical Solutions is vital in helping Visa to deliver against the operational needs of a key market segment, allowing us to provide the right support and partnership that recognises client specific requirements. This role provides an excellent opportunity to grow Visa’s business in Asia Pacific by driving value to our clients through effective, customer centric support. 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 the in-country team to expand the business in Asia Pacific
• Working with regional and global client services counterparts deliver a seamless client experience
• Understanding the new products and services requirements and coordinate internal resources to accomplish Visa and client objectives

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 two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

Qualifications
We are looking for an individual who brings breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have:

• Bachelor’s Degree in Information Technology
• A minimum of 5 years of experience in an external facing role as Technical Support in the financial services, payment industry, software or information services
• Significant experience in a customer support role in financial services, payment card, software or information services
• Effective verbal, written, and interpersonal skills are required
• Broad operational experience of credit cards solutions (travel, virtual) and good working knowledge of payments network and processing services
• Must be a self-starter with proven abilities in organizational 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. Work both as part of a team and independently
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions. Proficiency providing technical and consultative support to external customers and identify business needs

What will also help:
A preferred candidate would have a broad operational experience relating to credit card operations both issuing and acquiring and be able to relate the operational needs of the client to their business drivers. They would be committed to excelling with partners, with a record of accomplishment in understanding, anticipating and delivering the client’s needs. The ideal candidate would lead by example, taking accountability to organize across the company deliver at the highest standard.
Additional Information
Visa has adopted a COVID-19 vaccination policy. As a condition of employment, all employees based in Singapore are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.
Please Note: Due to the COVID-19 pandemic and the evolving visa/travel restrictions in place, we are currently only able to extend offers to candidates with the right to work in Singapore. We are keeping the situation under close review and will adjust accordingly should the restrictive measures be lifted.