Client Resolution (CR) 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, client success managers (CSM), sales and technology, by providing operational support and promoting new products and services.
This is a managing contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions. This role will manage a team with responsibility for responding to client inquiries.
Primary Responsibilities:
- Manage, Coach, Mentor a team with responsibility for North America based clients.
- Provide high value customer service support on day-to-day items to ensure customer expectations are exceeded, advocate on behalf of the clients
- Partnering with the Sales Account Executives to support new business development opportunities.
- Visionary expertise identifying efficiencies and the tools and applications related to those efficiencies.
- Lead complex cross functional customer service delivery initiatives across clients and Visa internal teams
- Coordinate internal resources to accomplish Visa and client objectives
- Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation – meeting required deadlines
- Build and enhance positive working relationships with key clients and internal stakeholders
- Independently formulating decisions that may have significant operating and financial impact on Visa initiatives, reputation, and clients.
- Represent client perspective within Visa organization to ensure enhancements are prioritized
- Report on customer project accomplishments and deliverables to senior management
- Act as liaison for the client, provide problem management, proactive identification of processing efficiencies, and system enhancement support
- 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
- Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans
- Serve as an escalation point for complex issues
- Proactively notify clients regarding any widespread or business critical problems with the application, as well as scheduled periodic maintenance outages
- Stay current with the payment industry and client trends as well as maintain a strong knowledge of Visa products and services.
- Domestic travel may be required