Client Care Consultant

About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

Job Summary Client Care Consultants specialize in responding to, resolving, and supporting external or internal customer or client issues. The role involves investigating, analyzing, and solving transaction, billing, technical, and contract issues, requiring knowledge of the firm’s products and services. Consultants may use multiple contact channels with customers or clients, including phone, email, chat, and social media. All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g. ChatGPT, Microsoft Copilot) to support everyday work. Key Responsibilities

• Operate independently to solve complex client problems and identify innovative solutions, receiving guidance only in very complicated situations.
• Deliver high-value customer service to Visa clients and staff, advocating for clients and exceeding expectations.
• Handle escalated client issues and serve as an escalation point for complex matters.
• Lead and assist in department projects and initiatives, including cross-functional efforts between clients and internal teams.
• Collaborate proactively with clients to identify efficiencies, customer impacts, and required actions, maintaining communication through completion.
• Advocate for Visa clients to internal stakeholders, including Client Success Managers, Sales, Product, Systems, Risk, and Legal teams.
• Coordinate resources to achieve Visa and client goals, resolve client inquiries promptly, and maintain updated support documentation.
• Build strong relationships with key clients and stakeholders, representing clients within Visa to prioritize enhancements.
• Identify operational improvements to boost service quality and efficiency.
• Report project accomplishments to senior management and act as a liaison for problem management and system enhancement support.
• Educate clients on best practices and manage complex change requests, negotiating and managing expectations.
• Notify clients of critical problems or maintenance outages and stay informed about payment industry trends and Visa products.
• Provide after-hours support as needed.

Qualifications

Basic Qualifications

• 5 or more years of relevant work experience with a Bachelor's 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.
• Experience in handling escalated client issues and complex problem resolution.
• Experience in delivering high-value customer service and advocating for clients.
• Experience in leading or assisting department projects and cross-functional initiatives.
• Experience in collaborating with clients and internal stakeholders to identify efficiencies and required actions.
• Experience in coordinating resources and resolving client inquiries promptly.
• Experience in building relationships with key clients and stakeholders.
• Experience in identifying operational improvements and reporting project accomplishments.
• Experience in educating clients on best practices and managing complex change requests.
• Experience in staying informed about payment industry trends and Visa products.

Preferred Qualifications

• 6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD.
• Experience in the financial services, payments, software, or information services industry.
• Expert-level knowledge of Visa systems including authorization and clearing systems, disputes, rules, and processing platforms.
• Experience in relationship management, strategic thinking, and problem solving to proactively identify processing efficiencies and service change needs.
• Experience in making sound business decisions, setting direction, and managing both short and long-term goals.
• Experience in performing analysis and drawing conclusions from written or computer-generated material and observed trends.

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.