Client Care Consultant

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Client Resolution - Concierge Service is a dedicated support team within the broader Client Resolution organization that provides 24/7 white glove, VIP-level service and personalized issue resolution ​for key global clients. The Client Care Consultant will operate independently, receiving guidance only in very complicated situations solving complex problems and identifying innovative solutions.

This individual contributor role involves solving complex problems and identifying innovative solutions. The Consultant will operate independently, receiving guidance only in very complicated situations.  This role will report to the Director of Client Resolution - Concierge Service.

Responsibilities include, but are not limited to:

• Manage all day-to-day operational and tactical activities for several of Visa's Global clients, ensuring seamless service delivery and issue resolution.
• Own intake, triage, prioritization, and closure of a high volume of client work items/cases across multiple channels (email, web, calls).
• Collaborate with internal stakeholders to drive timely resolutions.
• Facilitate and lead client–internal SME calls and incident bridges, set agendas, document minutes and action items, track ownership, and follow through to closure.
• Monitor and meet SLAs for response and resolution, proactively escalate risks, blockers, and aging items to leadership and clients with clear mitigation plans.
• Perform root cause analysis on recurring issues, develop corrective actions, runbooks, and knowledge-base articles to prevent reoccurrence.
• Drive continuous improvement initiatives to reduce resolution time

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

• Experience in the financial services, payments, software, or information services industry
• Expert level knowledge of Visa's systems including authorization and clearing systems, disputes, rules, and processing platforms is preferred
• Strong relationship management, strategic thinking, and problem solving skills needed in order to provide proactive identification of processing efficiencies, service change needs and guidance on system enhancements
• As a functional expert, must have a strong understanding of the industry and our Clients processing and operational businesses
• A proven track record for making sound business decisions, setting direction and managing both short and long-term goals, achieving high quality operational results and customer commitment
• Proficient in performing analysis and drawing conclusions from written or computer generated material and from observed trends
• Ability to set priorities and manage customer expectations (internal and external), working both as part of a team and independently.
• Capable of developing and managing short and long-term plans, adapting as the industry or environment changes
• Excellent inter-personal skills and a proven ability to build and maintain highly satisfied customer relationships
• Proven abilities in organizational, conceptual, and logical problem solving
• Excellent time management, organization, and planning skills are essential
• Excellent verbal, written, and interpersonal skills are required.

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.