CSS Account Manager in Lagos, Nigeria

at Visa

Financial Services
Customer Service
Minimum Qualification
Bachelor's Degree
Required Experience
7 - 10 years
Employment Type
Full Time
Male or Female
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Job Description

The individual in this position will manage a range of complex problems of diverse scope and take a broad perspective to identify innovative solutions without requiring guidance, except where escalating to management is appropriate. The individual is considered a functional expert and must have strong understanding of the Client’s processing and operational business.


  • Serve as an initial escalation point for Regional Signature Clients for day-to-day support of all VisaNet products, services, processing questions and issues across West Africa.
  • Represents client business and processing priorities to internal and external stakeholders for support and account planning activities
  • Identify, recommend and monitor, where appropriate, operational cost savings and/or revenue enhancements opportunities for Clients and Visa.
  • Provides guidance on Client processing strategies, environments, interfaces and business priorities.
  • Stay abreast of new rules, products and services, and industry and technology trends to be able to support Visa strategic goals and Client initiatives.
  • Maintain relationship with Clients to understand local market needs and trends and gain insight on the need to enhance the support approach provided.
  • Work closely with Business Development and Product team counterparts to understand sales goals and be able to adopt support to meet organizational objectives.
  • Identifies processing solutions, processing optimization opportunities and value-added solutions for Clients.
  • Help manage the biannual implementation of the Visa Business Enhancements for each endpoint client. Participate in all trainings and discussions for the BER.
  • Provides client education on card processing and business parameters, as well as other client specific education based on support trends or new service implementations.
  • Serves as the clients’ continuous coach and trainer.
  • Coordinate with other Visa teams to expedite the resolution and implementation of solutions to ensure that all Visa products and services operate at the highest level of performance.
  • Work closely with Support Lines, CCM and Project Implementation teams to prioritize projects, issues resolution strategies and be able to support organizational objectives.
  • Maintain relationship with internal and external Clients to understand assigned market needs and trends, and gain insight on the need to enhance support approach.
  • Advocate on behalf of clients to internal stakeholder organizations including CSS, Sales, Product, Systems, Risk and Legal.
  • Ensure required information is logged and documentation is completed and maintain for historical records and auditing purposes into VCSA.
  • Provide operational and technical support for service interruption events
  • Requirements

  • 8 years+ years of success in client facing roles in the Payments industry
  • Bachelor’s degree or equivalent graduate degree/MBA preferred
  • Working general knowledge of Electronic Payment Industry Visa systems including authorization and clearing systems, client connectivity, etc.
  • Proficiency in Word, Excel, PowerPoint, Outlook, CRM, tools
  • Has advanced understanding of the payment and data processing industries including industry trends and high-level business drivers.
  • Advanced knowledge of product and services and how these impact clients’ business.
  • Strong customer focus.
  • Strong abilities in organizational, conceptual, and logical problem solving.
  • Proven Ability to establish productive working relationships with staff and management at all levels.
  • Solid inter-personal skills.
  • Ability to maintain a courteous and professional demeanor in all dealings.
  • Solid inter-personal skills.
  • Ability to maintain a courteous and professional demeanor in all dealings.
  •   Apply Now

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