Total 4 job vacancies by Visa

• Manage activities, requests for support and information, and operational issues for Visa’s Global clients and processors in a 24x7 support model. 
• Manage client inquiries using case management tool, email, and/or live chat support service. 
• Efficiently manage several case types such as but not limited to New, Pending, Follow-ups & Email activities.
• Collaborate and/or liaise with Visa internal groups to meet clients' needs aligned with the organization's Case Management procedure while delivering world class client experience.  
• Maintain conformity of documented process and procedures aligned to meet standard risk and compliance policies.
• Involve in identifying key process improvements and client training/retraining opportunities based on inquiry trends and any operational pain-points.
• Provide expanded support to drive improved learning thru training session and mentoring to new hires and peers.
• Participate in periodical meetings with regional counterparts to up-scale knowledge hand-off and sustain alignment between groups.

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.

Team Summary

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

Our AP Client Licensing team is at the heart of our operations, ensuring the integrity of the payment system and supporting our clients as they develop and expand their electronic payment businesses. Licensing team grants client licenses and conducts initial client onboarding and due diligence checks. Also, Licensing team maintains client lifecycle updates including sponsorship change, legal name change, ownership change, license upgrades and downgrade, and termination. With the expansion of Visa’s business, we're looking for a dedicated individual to support Visa’s new businesses and strategies. This is your chance to be at the forefront of onboarding more clients and businesses, shaping the future of electronic payments.

What a Licensing Consultant does at Visa:

A Licensing Consultant is a client facing and individual contributor role responsible for offering customized consultative support on license requests with mid to high complexity, along with applying in-depth knowledge of Visa Bylaws and Visa Rules, eligibility criteria and regulatory requirements across the AP region. You will also provide upfront Licensing consultancy as to address and manage client expectations and clarify requirements to support a good first impression of onboarding as a client with Visa.  Responsibilities also include proactively taking a broad perspective to identify innovative solutions and looking for opportunities to improve processes to further increase team’s efficiency and effectiveness.

In this role, you are expected to:

• Work closely with client facing teams to provide upfront guidance and support to prospective and current clients on licensing and onboarding queries, including business expansions.
• Coordinate internally with Onboarding and Implementation functions and other stakeholders to improve client experience of onboarding with Visa and service offerings.
• Support Visa Partner Portal (VPP) queries related to Licensing flows.
• Monitor all license application workstream tracks across key stakeholders Compliance, Credit Settlement Risk & Risk Management, and update status in OneCRM Dynamics
• Execute requests related to administration of client’s licensing lifecycle, including sponsorship options, license upgrades and downgrades, mergers, acquisitions and terminations.
• Provide consultation on questions/issues across breadth of client’s licensing lifecycle, requiring in-depth understanding of Visa Bylaws and Visa Rules, and regulatory requirements.
• Present to client and internal stakeholders on the licensing process, timings, and expectations. This may require creation and/or customization of materials for the client(s) and internal stakeholders, providing status updates and advocating for the client with various internal functions.
• Formulate recommendations and refers cases to Manager, exercising judgment to identify unusual scenarios or potential risks.
• Identify trends in the business and escalates to management any areas potentially needing to be re-evaluated, provides recommendations accordingly.
• Alert leadership to situations outside of established policy or issues requiring extra level of customer service attention.
• Provide training to new staff or those taking new responsibilities, as well as requestors and partners to build awareness of licensing and facilitate smooth execution of requests.
• Contribute and participate in providing business requirements and enhancement requests for tools and systems that require engagement within and across teams and perform acceptance testing.
• Manage communication channels for Licensing resources to ensure they are up to date, client-focused and effective.

Why this is important to Visa:

The role works across a breadth of internal and external stakeholders to support strategic business objectives and deepen partnerships with clients, enabling Visa to bring greater value to our clients and their business.

Projects you will be a part of:

As part of the team, you will get an opportunity to work on strategically important projects for Visa and our Clients.

• Streamline licensing process for prospective and current Visa clients, including non-banks
• Work with cross-functional team to identify opportunities and leverage on internal tools and expertise and develop holistic solutions to help increase service quality, revenue and efficiency for 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.

• •   Deliver world-class customer service through monitoring and coaching teammates

  •   Champion a world-class Employee and Customer experience

  •   Promote employee Engagement

  •   Facilitate career development among team members

  •   Delivery of service level, coaching, budget (overtime, handle time, etc) and other key metrics

  •   Ensure Attendance and Adherence expectations are met

  •   Partner with workforce planning teams to deliver around-the-clock support 

  •   Actively participate in hiring and development of support and mentor staff members

  •   Partner across teams and departments for process improvement

  •   Goal setting with peers

  •   Partner with Teammates to agree on and monitor Performance plans

  •   Participate in and lead customer experience calibration sessions

  •   Conduct regular evaluations and provide performance and behavior feedback to Teammates

  •   Coach for consistent improvement

  •   Compliance to Key Controls, timekeeping and other policies

  •   Demonstrate and model Visa behaviors 

  •   Execute Leadership strategies and tactics

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.

What we expect of you, day to day.

• Daily execution of payments, including Faster Payments, International Payments/SWIFT, ACH domestic payments, and global real time payment schemes, in line with the agreed cut offs for JIT

• Manage the correct allocation of incoming liquidity within agreed times scales

• Investigate and correctly resolve payment exceptions, (e.g. rejections, returns, failures, etc.)

• Correspond and liaise with Network Partners through email, telephone, and the SWIFT network to resolve issues as quickly as possible and minimise service/client impact

• Develop an in-depth understanding of the payments platform and our global network of Payment Partners

• Actively seek to improve processes, workflows and tooling

• Support the identification, management and resolution of service affecting incidents

• Manage your time effectively to ensure all critical tasks are completed and deadlines achieved

• Collaborate with Compliance to ensure payments are not delayed and cut-off times are achieved

• Collaborate with Treasury to support the daily liquidity management process

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.