Client Care - Elite 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

This individual contributor role involves solving complex problems and identifying innovative solutions. The consultant will operate independently, receiving guidance only in very complicated situations.

Essential Functions:

• Deliver high-value 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 cross-functional 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.
• After hours support as needed.
• Domestic travel may be required.

Secondary Responsibilities:

• 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 to be located in our Atlanta, GA office locations. Expectations of in office days will be aligned by the hiring manager.

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
• Excellent communication skills (written and verbal).
• Strong analytical and problem-solving skills.
• High attention to details.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Customer-focused mindset with an ability to empathize with clients and resolve issues efficiently.
• Understanding of credit card processing, payments gateways, and related technologies.
• Sound business decision-making, goal setting, and achieving high-quality 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 problem-solving abilities.
• Strong relationship management, strategic thinking, and problem-solving skills.
• Ability to establish productive working relationships.
• Efficient in Microsoft office (Outlook, Excel, Word and Power Point).
• Mastery of English; fluency in additional languages is a plus depending on the region (European, CEMEA, LAC).

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
• 8 years in a customer support role in financial services or payments card industry.
• Working knowledge of Visa's systems (authorization, clearing, disputes, etc.).
• Project management skills.
• Excellent troubleshooting skills.
• Experience in troubleshooting web applications, APIs, gateways, integration, or environment issues is a plus.
• Bilingual abilities (Spanish and/or Portuguese) are a plus.

Information for US Applicants

Work Hours

Varies upon the needs of the department.

Travel Requirements

This position requires travel 5-10% of the time.

Mental/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.

Visa is an EEO Employer