Client Care Consultant
Client Care Consultant
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Job Description
This individual contributor role involves solving complex problems and identifying innovative solutions.
- Deliver highvalue customer service to Visa clients and staff to exceed expectations and advocate for clients.
- 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.
- Lead complex crossfunctional initiatives between clients and internal 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.
- Represent clients within Visa to prioritize enhancements.
- Identify operational improvements to boost service quality and efficiency.
- Report project accomplishments to senior management.
- Act as a liaison providing problem management and system enhancement support.
- Educate clients on best practices.
- Manage complex change requests negotiating and managing expectations.
- Serve as an escalation point for complex issues.
- Notify clients of critical problems or maintenance outages.
- Stay informed about payment industry trends and Visa products.
- Coach new staff and identify training opportunities.
- Escalate issues to department management when necessary.
- Assist in leading department projects and initiatives.
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 23 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 :
6 or more years of work experience with a Bachelors 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
Excellent communication skills (written and verbal).
Strong analytical and problemsolving skills.
High attention to details.
Ability to work under pressure and handle multiple tasks simultaneously.
Customerfocused mindset with an ability to empathize with clients and resolve issues efficiently.
Understanding of credit card processing payments gateways and related technologies.
Sound business decisionmaking goal setting and achieving highquality operational results.
Prioritization and management of customer expectations both in team and independent settings.
Developing and managing adaptable plans in changing environments.
Excellent interpersonal skills with a proven record of customer satisfaction.
Solid organizational conceptual and logical problemsolving abilities.
Strong relationship management strategic thinking and problemsolving skills.
Ability to establish productive working relationships.
Efficient in Microsoft office (Outlook Excel Word and Power Point).
Fluent in Spanish and English.
Experience in customer support role in financial services or payments card industry.
Excellent troubleshooting 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.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
