Client Care Consultant - Technical Solutions

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

Elite Care Escalated Support is responsible for responding to, investigating, and resolving complex issues for external and internal clients. The role involves in-depth analysis, investigation, and issue resolution, requiring strong knowledge of the financial services and payments industry. Consultants may interact with clients through multiple communication channels, including phone, email, and Microsoft Teams.

The role requires digital and application fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g., ChatGPT and Microsoft Copilot) to support day-to-day activities.

Key Responsibilities

• Operate independently, with a strong self-learning mindset, to resolve complex client issues and identify innovative solutions.
• Deliver high-value customer service to Visa clients, advocating for their needs and striving to exceed expectations.
• Handle escalated client issues and serve as an escalation point for complex matters. Collaborate with global teams to identify and drive solutions.
• Collaborate proactively with clients to identify efficiencies, assess customer impact, and determine required actions, maintaining clear communication through resolution.
• Advocate for Visa clients with internal stakeholders, including Client Success Managers, Sales, Product, Systems, Risk, and Legal teams.
• Build strong relationships with key clients and stakeholders, representing client needs within Visa and helping prioritize enhancements.
• Identify operational improvements to enhance service quality and efficiency.
• Notify clients of critical issues or maintenance outages and stay informed about payment industry trends and Visa products.
• Provide after-hours support as needed.

Qualifications

Technical Requirements

• Hands-on experience with RESTful APIs and SOAP web services, including API integration, authentication, request/response analysis, and troubleshooting.
• Strong log analysis and troubleshooting skills, with the ability to investigate technical issues, identify root causes, and analyze application and transaction flows.
• Experience with monitoring and observability platforms such as Kibana and Grafana, including searching logs, monitoring application behavior, analyzing dashboards, and identifying anomalies.
• Experience with API testing and troubleshooting tools such as Postman, including building and validating API requests, headers, authentication methods, and payloads.

Basic Qualifications

• Advanced proficiency in English.
• 5 or more years of relevant work experience with a Bachelor’s degree in Engineering, Systems Engineering, Electronic Engineering, or a related field; or at least 4 years of relevant work experience with an advanced degree (e.g., Master’s, MBA, JD, or MD).
• Experience handling escalated client issues and resolving complex problems.
• Experience delivering high-value customer service and advocating for clients.
• Experience leading or supporting departmental projects and cross-functional initiatives.
• Experience collaborating with clients and internal stakeholders to identify efficiencies and required actions.
• Experience building strong relationships with key clients and stakeholders.
• Experience identifying operational improvements and reporting project accomplishments. Experience with AI technologies would be considered a strong advantage.
• Knowledge of payment industry trends and Visa products.

Preferred Qualifications

• 6 or more years of relevant work experience with a Bachelor’s degree in Engineering, Systems Engineering, Electronic Engineering, or a related field; or 4 or more years of relevant experience with an advanced degree (e.g., Master’s, MBA, JD, or MD).
• 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, with the ability to proactively identify processing efficiencies and service improvement needs.
• Experience making sound business decisions, setting direction, and managing both short- and long-term goals.
• Experience performing analysis and drawing conclusions from written or computer-generated materials 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.