The Global Business Optimization team has a simple mission : we turn massive amounts of data into actionable insights that drive business value.
Our analytic consultants and data analysts work with Visa’s clients and staff to improve portfolio and product performance, program profitability and cardholder experiences around the world.
By coupling in-depth analysis of portfolio behavior with Visa’s world-class products, digital offerings and marketing capabilities, we ensure our clients’ programs operate at their peak potential and that cardholders have seamless commerce experiences in both the physical and digital world.
The Client Outreach Specialist role is an individual contributor role responsible for increasing client’s awareness and adoption of best practices and solutions that set and sustain high authorizations rates and cardholder satisfaction.
This position requires a level of comfort in solving complex problems and taking a broad perspective to identify innovative solutions rooted in data driven insights.
It is an intermediate professional level position that requires strong execution, analytical and communication skills. This role serves as a technical / functional expert, partnering with professionals in client services, analytics, strategy and product to drive optimal performance outcomes independently with minimal guidance.
This role makes an impact in the following ways :
Develop and manage client operational / education initiatives and outreach programs with the goal of improving product authorization performance and cardholder experiences
Collaborate with data analytics teams to provide market and client specific insights on the health of products and programs
Engage client facing staff (AMs, AEs, BDs, etc.) to prioritize client outreach on specific product programs which drive measurable outcomes ability to present to high priority clients jointly or to engage independently as needed
Understand how to leverage data as a catalyst to drive business conversations and craft a compelling presentation which outlines the imperative for change with clear action items
Develop subject matter expertise and provide proactive operational support that is impactful, easy to understand and action oriented (i.
e. next best action to increase performance)
Identify and communicate potential performance impacts to Client Service staff including populating internal knowledge bases
Coordinate various internal resources and product offices to build a knowledge base that allows for effective client education via individual outreach, self-
service tools and multi-client educational webinars
Stay current on market readiness, industry trends and known issues for specific product lines
Communicate technical and business changes to clients with different levels of technical knowledge
Responsible for own workflow; must be able to take initiative to resolve problems bringing in appropriate resources as needed to meet critical deadlines
Available to travel upon request
Basic Qualifications :
4 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
Professionally qualified, including : Client service delivery experience which includes face-to-face interactionsFinancial services or payment card experience is desirable
Self-starter with proven abilities in organizational, conceptual and logical problem solving
Demonstrable capability of driving desired business outcomes by influencing clients to take action leveraging data
Customer focus with proven ability to establish productive working relationships with staff and management at all levels
Ability to set priorities and manage customer expectations, and work both as part of a cross-functional team and independently
Strong technical aptitude with the ability to absorb technical information and apply to business solutions
Experience navigating fast-paced environments and operating at the forefront of new horizons by successfully bringing business objectives to life in the face of ambiguity
Analytically-minded problem solver and critical thinker with the ability to quickly break down complex problems and propose alternative ways of thinking
Self-motivated, highly organized and energetic.
Ability to operate independently and wield cross functional influence effectively in a matrixed organization (get things done DNA)
Strong skills with MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.).
Strong verbal, written, presentation and interpersonal skills are required.
MUST speak fluent English and Spanish
Preferred Qualifications :
7-10 years of work experience with a Bachelors Degree or 6 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 years of experience with a PhD.
Work hours : 8 hours - Regular Office hours
Travel : Position might require occasional travel for training or team meetings -
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, reach with hands and arms, and bend or lift up to 25 pounds.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.