Job title: Licensing – Client Resolution Coordinator
Company: Visa
Job description: 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
Team Summary
The Client Services Team 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.
Within Client Services, the Client Lifecycle Operations team in Europe is made up of three pillars: Onboarding, Membership and Licensing, and Brand Operations. We provide operational support to clients, entailing specialized knowledge regarding Visa entry points and network protection. Our clients include financial institutions and non-traditional clients such as Fintechs.
- The Onboarding team manages the application process with potential new Visa members and is one of the first points of contact for clients wanting to work with Visa. This team collaborates closely with the Membership and Licensing, Risk and Compliance teams in ensuring the client meets the various Visa requirements.
- The Membership & Licensing team are subject matter experts on Visa licensing and will take on the respective due diligence for new and existing clients. An integral part of this team is the query service management, which ensures that all client questions and concerns are addressed promptly and accurately. Licensing manages all Visa client profiles and maintains client lifecycle updates such as license upgrades and downgrades, ownership changes, and sponsorship changes for existing clients.
- The Brand Operations team undertakes both cobrand and card design functions. The cobrand part of the team approves and reviews cobrand applications. This involves checking the eligibility of both the issuer and the cobrand partner and then recording the cobrand in the appropriate Visa systems. The card design part of the team reviews card design submissions and ensures they are compliant with the Visa Product Brand Standards.
This position is responsible for overseeing requests and queries to the team and ensuring they are accurately recorded in OneCRM (i.e. Microsoft Dynamics (MSD).
This role will appeal to an organized, detailed oriented person looking to getting exposure to a client facing team in payments. This role plays a critical role in setting the tone for a positive customer experience by helping to setup and participate in a more efficient way of managing queries and cases.
This role will support Onboarding and Licensing requests from across Europe reporting to the Licensing and Client Resolution Senior Manager within the Membership and Licensing pillar.
What we expect of you, day to day:
- Respond to simple queries with a customer focused lens, engage with internal teams
- Ensure cases and requests from mailbox are responded to and setup in OneCRM (Microsoft Dynamics) within agreed Service Level Agreements
- Action simple Onboarding and Licensing cases
- Setup and run reporting in OneCRM to track and report on cases and progress
- Setup and provide management with weekly reporting on queues, backlog and progress made
- Setup templates in Dynamics to make responding to queries easier
- Identify simple process improvement opportunities
- Regularly liaising with multiple key stakeholders
- Solve problems that have a broad impact on the business
- Participate in process improvement initiatives and transformation impacting both process and tools
- Co-ordinate and maintain Management Information which is timely, accurate and communicated effectively
- Train and supports colleagues on process and tools usage
- Alert leadership to situations outside of established policy or issues requiring extra level of customer service attention.
- Contributes and participates in system and process enhancement discussions
- Document and update process documentation as needed
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
What we are after:
Ability to manage high volume of work with constant detail orientation
Able to meet deadlines with quality work
Good analytical skills, comfortable with data, dashboards
Broad Commercial understanding
Excellent Organisational skills
Excellent interpersonal skills with the ability to liaise with stakeholders at all levels
Positive and solution-oriented, a problem solver who finds ways to overcome challenges
Able to handle a dynamic environment with new responsibilities, shifting priorities etc.
Takes full ownership of assigned responsibilities
A quick learner and a team player
Proven ability to set and deliver upon priorities within busy, shifting environment
Ability to keep manager informed and involved on ongoing basis
Comfortable working in global environment impacted by different legal, cultural and business priorities
Working expertise in Microsoft Office, including Outlook, Excel, PowerPoint and OneCRM (Dynamics)
Experience in working cross-culturally and in remote situations
Effective professional level English verbal and written communication skills
Preferred Qualifications:
Ideal candidate would have a personal interest in driving results that deliver for the customer and transformation
Some knowledge of regulation in the Payments industry in Europe
Project management skills
Additional Information
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.
Expected salary:
Location: London
Job date: Fri, 20 Oct 2023 22:13:11 GMT
