Visa Commercial 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 to make informed business and financial decisions about employee and company spend. Commercial Solutions also facilitate payments between buyers and suppliers, using online solutions or APIs. The Consultant 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.
ResponsibilitiesThe Consultant serves as primary contact and initial escalation point (available 24x7) for clients for all day-to-day support of all Visa Commercial Solutions products, services, processing questions and issues and leads internal and external recovery efforts of product and/or processing service interruptions.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 clientsConsidered the functional expert for their client's operational business.Provide insight and input within cross functional Visa organizations for new or changing products and services which may impact clientsAct as liaison for the client provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.Represent client perspective within Visa organization to ensure enhancements are prioritizedCoordinate internal resources to accomplish Visa and client objectives and ensure processing system/platform performance standards are met and that the client perspective is represented within the organization.Stay current with industry and client trends and maintain a strong knowledge of Visa Commercial products and services.Identify and analyze processing issues with client impacts consistently communicate situational status and resolution advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems.Partner with assigned Account Executives to identify additional business opportunities.Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation – meeting required deadlinesProactively identify operational opportunities and implement recommendations to increase service quality and efficiencyEducate and train clients on best practices for all supported servicesAssist ongoing proactive operational reviewsRole may be 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.Need for SME who can develop closer relationships with Product & Sales teams.Coach all new staff and recognize training opportunities for all staffProvide leadership and communication responsible for escalating to department management when issues arise that might jeopardize problem resolutionAvailable to travel 10-20% of the time or as needed to support business, based on assigned clients.This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.