Client Care Consultant

Job Description And Responsibilities

Acts as a key point of contact and takes ownership for a breadth of client queries related to Visa services, systems, products and policies

Identifies individual client requirements and provides appropriate solutions, collaborating with internal teams and stakeholders where needed

Adheres to agreed standards of efficiency and quality

Stays up-to-date with knowledge of Visa products, services, systems and policies to ensure quality and client satisfaction

Creates and delivers presentations to external and internal clients representing Visa effectively

Provides out-of-hours support during Incidents ensuring timely communication internal and external stakeholder

Is both a team player and able to work independently in a highly dynamic environment with changing priorities

Takes responsibility for own workload management - is able to reassess priorities and to escalate or seek guidance where required

Able to swiftly make decisions based upon information available, present recommendations and deal with challenges

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 2-3 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

• Experience in banking or financial services industries or in a technical support role
• Proven experience of working in a client-focused environment and a passion for client relationship management (internal and external)
• Robust analytical thinking skills
• Resourceful, and persistent problem solver
• Excellent communication skills both verbal and written in English and at least one additional language (French, German, Portuguese, Italian, Turkish, Polish, Spanish)
• Ability to analyse processes and drive service enhancement opportunities to improve internal workstreams and the client experience
• Client focused ethos with the ability to interact across all management levels
• Prioritization skills - ability to assess urgency and take ownership of complex and time critical issues through resolution
• Strong multi-tasking skills & attention to detail
• Desire to embrace change and ability to swiftly adapt to changing demands and conditions

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.