This is an individual contributor responsible for managing all types of configuration activities along with identifying and resolving issues of moderate complexity and taking a broad perspective to identify innovative solutions. This position is at a professional level and requires strong execution and analytical abilities. This role works independently and receives minimal guidance.
Key Responsibilities
Provide implementation and configuration support to assigned Visa clients and/or support to assigned countries/regions.
Manage all types of configuration requests in support of client and Visa initiatives.
Meet deadlines through effective management of workload and prioritization.
Coordinate directly with clients or via internal stakeholders to understand program set-up requirements and manage steps required to support all new card program installations, processor conversions, and updates to existing programs without customer impact.
Review, research, analyze, and configure each client configuration request in detail to ensure completeness and accuracy. Highlight discrepancies, inconsistencies, and incomplete information.
Participate in calls associated with client configurations with internal stakeholders and / or clients. Be able to explain processing implications of client decisions.
Accurately complete configuration tasks, adhering to all audit requirements and performing correct billing.
Provide fast problem resolution support for production and testing configuration changes, provide out-of-hours support according to a rota, and report and triage root cause and process improvements to improve the service we deliver.
Facilitate emergency requests and coordinate internal resources (i.e. real time changes with network operations).
Provide problem-resolution support for production and testing configuration changes, reporting client incidents and managing them through to resolution.
Evaluate incidents and document/share lessons learned with teams.
Review and approve other team members’ implementation changes.
Share knowledge with colleagues in learning of new products, services, and processes.
Act as lead for corporate and/or client initiatives – both internal and external – using best practices, lessons learned, and technical/analytical skills.
Build and enhance positive working relationships with Visa clients and internal stakeholders (i.e., Client Success, Client Implementation, & Testing).
Represent customer system and operational requirements to internal Visa organizations.
Prepare and lead training to internal and/or cross-functional teams and external clients, as applicable.
Develop and contribute to department processes and procedures.
Why this is important to Visa
The Consultant (individual contributor) develops configuration expertise in the overall set-up of client programs from a business, client, and technical perspective within Visa. Clients include financial institutions, third party processors, and non-traditional Fintech clients. This role is responsible for providing functional and technical consultative support to internal and external stakeholders for mid- to high- complexity programs, projects, and other implementation activities for clients.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Qualifications
Basic Qualifications
A minimum of 8 years’ equivalent experience in a customer support role in software or in financial or information services.
Bachelor’s degree in business, Finance, Computer Science, Information Technology or equivalent qualification.
Experience using standard MS Office tools (Outlook, Teams, Excel, PowerPoint, Word, etc.).
Excellent time management, organization, and planning skills.
Ability to articulate technical terms or processes in simple terms to suit your audience.
Strong expertise and specialized knowledge in areas of responsibility and tools required to support client configurations or demonstrated ability to quickly absorb and apply technical knowledge to support the role.
Ability to train and mentor others effectively.
Ability to follow complex processes and procedures and to adjust to a continuously changing environment.
Able to set priorities, influence others, and manage customer expectations.
Demonstrated ability to achieve results as part of an effective team, and ability to prioritise effectively and multi-task under deadlines.
Able to remain calm and professional in high stress situations.
Excellent verbal, written, and interpersonal communication skills.
Ability to communicate effectively in English and Portuguese is required
Preferred Qualifications
Projects you will be a part of
As part of the team, you will support and lead configuration activities for new issuer and acquirer programmes across Visa’s global network, together with complex updates to existing client configurations that optimise processing, enable new products and services, and protect the client and cardholder experience.
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.
