Sr. Service Experience Consultant

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

Client Services (CS) 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 client implementation of Visa products and services globally, CS 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. The team also provides support for Visa’s DPS, CyberSource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

The Sr. Consultant – Client Solutions position is a member of the Client Solutions team and provides proactive consulting, project scoping, with a heavy focus on API integrations for Visa clients. This position will interface externally with some of the most progressive financial institutions in the world and internally with cross-functional groups such as Sales, Product Management, Account Management, Implementations, Technology, and Certification.

What you will be working on

• Technical and payments consulting across the entire client project lifecycle.
• Provide clients with best practices and working examples of how to consume Visa DPS APIs.
• Educate and consult with Visa DPS clients on how to configure their solutions and projects for success.
• Collaborate with Visa clients to define use cases for integration and associated API calls to meet client needs.
• Identify any gaps between Visa DPS client functionality and Visa DPS API offering.  Consult with DPS Product to address gaps or suggest operational improvements.
• Work closely with implementation project managers on projects where client utilizes APIs to integrate directly to the Visa platform.
• Document integration complexities as required, possibly including: canonical messages, sequence diagrams, workflow diagrams, and state diagrams.
• Create and maintain internal API reference documentation including implementation project plans, reference materials, client integration list, client facing project documentation, and troubleshooting checklist.
• Help Lead Consultant teach Client Solutions courses on how to consume Visa DPS technology.
• Collaborate across Product, Technology, Sales, and Client Services to refine Visa DPS platform capabilities for a superior client experience.
• Provide level 2 support for client inquiries regarding the consumptions of Visa DPS technology.
• Work with colleagues in Client Solutions to actively pursue innovative improvements to the team’s offering.
• Build and enhance positive working relationships with key Visa clients, processors, and internal stakeholders by ensuring value is flowing in both directions.
• Take ownership for own assignments and take the initiative to resolve problems and meet deadlines.

Skills and attributes needed for success

• Strong, hands-on, experience consuming RESTful and SOAP APIs.
• Complete fluency using Postman to consume APIs.
• Ability to consume 3rd-party APIs without any assistance.
• High interest in things and high interest in people.
• Excellent spoken and written skills.
• Ability to articulate a contrary perspective in a respectful manner.
• Deep desire to find and understand the root causes to issues encountered.
• Desire to disseminate knowledge acquired through root cause analysis for the benefit of others.
• Familiarity with creating and consuming UML artifacts.
• Curiosity.

Qualifications

Basic Qualifications

• 10 years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/MBA/JD/MD) or at least 3 years of work experience with a PhD

Preferred Qualifications

• 12-15 years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
• 15+ years of Payments Industry experience.
• Professional work experience in a client-facing role in software, financial, or information services is preferred. Transaction processing background required.
• Deep understanding of APIs required.
• Deep understanding of networking terminology and architecture preferred.
• Deep understanding of relational databases required.
• Understanding of software development and coding concepts. Coding experience preferred.
• Experience using standard MS Office tools (Excel, PowerPoint, Word, Visio, Teams, et al.).
• Excellent time management, organization, and planning skills are essential.
• Excellent ability to comprehend and translate complex technical issues and apply to business solutions.
• Proficient at setting priorities, influencing others, and managing client expectations.
• Demonstrated success in client relationship management.
• Self-starter with a demonstrated ability to achieve results as part of an effective team.
• Ability to effectively prioritize and multi-task under deadlines.
• Excellent verbal, written, presentation, and interpersonal skills are required.
• Strong project management skills required.
• Excellent writing and documentation skills with the ability to succinctly describe business and technical requirements for clients.
• Knowledge and experience in Scrum preferred.
• Ability to work transparently in a high-trust, people-centric environment required.

The position starts at $100,100 – 130,100 Base pay may vary depending on job-related knowledge, skills, and experience. In addition, this position is eligible for bonus and equity.

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 5-10% 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.