Senior Client Care Consultant

The Senior Client Care Consultant is a key member of Visa’s white‑glove Concierge support team, dedicated to our most valued Global and Key clients. This role owns complex operational issues end‑to‑end, delivers a high‑touch client experience, and acts as a trusted advisor across client and internal stakeholder groups.

As a senior individual contributor, the Senior Consultant operates with high autonomy, navigating ambiguity, coordinating cross‑functional partners, and driving improvements to processes, knowledge, and service delivery. The role also acts as deputy to the Team Lead, supporting daily coordination, escalations, and decision‑making when needed.

Essential Functions

Client Issue Resolution & Relationship Management

• Serve as a primary point of contact for operational and tactical issues for assigned Key and Global clients, delivering white‑glove, VIP‑level service in line with the Client Resolution – Concierge model
• Build deep relationships with client operational stakeholders understanding their systems, configurations, business drivers and preferred ways of working
• Own complex and escalated client issues from first contact through closure, ensuring timely, accurate, and clearly communicated resolutions.
• Deliver high‑value client service that anticipates client needs, manages expectations, and consistently reinforces Visa as a trusted partners

Cross‑Functional Coordination & Advocacy

• Act as a liaison and advocate for clients with internal teams including Client Success, Sales, Product, Technology, Risk, Legal and Disputes, ensuring issues are owned and progressed to resolution.
• Lead cross‑functional initiatives to resolve multi‑dimensional problems (e.g., product defects, recurring operational issues, process gaps), driving clear accountability and timelines.
• Represent client needs in internal forums to influence improvements in tools, processes, and service delivery.
• Uses AI tools effectively in day‑to‑day work and identifies team‑specific AI use cases to drive efficiency.

Concierge Model, Process & Knowledge Excellence

• Operate effectively in an evolving environment where not all processes are fully defined, using sound judgment to make decisions and codifying successful approaches into repeatable standard work.
• Design, refine and document Concierge workflows, playbooks and runbooks for assigned clients in partnership with Quality and Knowledge Management Teams
• Identify and close knowledge gaps and creating internal knowledge assets

Team Leadership & Coaching

• Act as deputy to the Team Lead stepping supporting day‑to‑day team coordination, delegation and decision making during absences
• Serve as first point of escalation, triaging and resolving complex or sensitive issues before leader involvement.
• Support onboarding and continuous development of new and existing team members by sharing best practices and identifying training needs.

Results & Metrics Ownership

• Contribute to Concierge KPIs – (NPS, Time to Resolution, First Contact Resolution) – through disciplined case management and proactive intervention.
• Analyse trends to identify systemic issues and recommend improvements to processes, tooling, or training.
• Provide concise reporting on major issues, incidents, and improvement initiatives.

Project & Change Leadership

• Support Concierge transformation initiatives, including onboarding new clients and enhancing the global support model.
• Champion adoption of the Concierge model across CSMs, CR teams, and partner functions.
• Participate in rotational after‑hours coverage for critical client issues.

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.