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

Visa Business Solutions provides issuers and their corporate clients a suite of products and capabilities to simplify the critical processes that businesses perform daily. These critical processes include managing expenses, compliance, vendors and reporting. They also provide analysis for corporates in order to make informed business and financial decisions about employee and company spend.

Business Solutions also facilitate payments between buyers and suppliers, using online solutions or APIs. The Senior Account Manager provides operational and technical support to North American banks and partners regarding Visa’s suite of commercial products. This role will be a subject matter expert on multiple products and platforms, and will represent the team and its clients in advocating for platform improvements and enhancements.

Job Scope

This is an individual contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions. This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations. Considered the functional expert for their client's processing and operational business.

Responsibilities

• Provides high value customer service support on day-to-day items to Visa Clients and internal staff to ensure customer expectations are exceeded, advocate on behalf of the clients.

• Be a subject matter expert on at least three Visa Business Solutions products.

• Lead complex cross functional customer service delivery initiatives across clients and Visa internal teams.

• Act as liaison for the client, provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.

• Coordinate internal resources to accomplish Visa and client objectives.

• Stay current with industry and client trends and maintain a strong knowledge of Visa Commercial products and 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.

• 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.

• Represent client perspective within Visa organization to ensure enhancements are prioritized.

• Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency.

• Report customer project accomplishments and deliverables to senior management

• Educate and train clients on best practices for all supported services.

• Perform ongoing proactive operational reviews.

• Role will mostly be technical in nature but will be expected to support team in finding trends and opportunities to bring the client’s operational support closer to a strategic level.

• Bridge the knowledge gap between the business personnel at the bank and their technology counterparts.

• Provide leadership and communication, responsible for escalating to department management when issues arise that might jeopardize problem resolution.

• Available to travel 10-20% of the time or as needed to support business, based on assigned clients.

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 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications:

• 2 years of work experience with a Bachelors Degree or at least 2 years of work experience with an

Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD degree.

• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem

solving.

• Ability to manage assignments that are of diverse scope and complexity that require significant

initiative and good judgment.

• Ability to set priorities and manage customer expectations internally and externally, and 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.

• Customer focus with proven ability to establish productive working relationships with staff and

management at all levels.

• Demonstrate ability to work in a complex organization to determine business and customer needs,

providing the best solution to meet those needs.

• Working knowledge of Microsoft Office
• Excellent verbal, written, presentation and interpersonal skills 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

• While this is a customer service role (not IT), experience in troubleshooting complex web

applications, application programing interfaces (APIs) gateways, integration or environment issues
is a plus

• Bilingual (English/Spanish) is a plus.

Additional Information

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.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 83,300.00 to 106,200.00 USD, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity.Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.