Client Care Consultant at Visa

Bogota, Capital District, RAP (Especial) Central, Colombia -

Full Time

Start Date

Immediate

Expiry Date

08 Jun, 26

Salary

0.0

Posted On

10 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Problem Solving, Client Advocacy, Cross-functional Collaboration, Stakeholder Management, Issue Resolution, Relationship Management, Process Improvement, Change Management, Escalation Management, Communication, Analytical Skills, Attention To Detail, Prioritization, Strategic Thinking, Troubleshooting

Industry

IT Services and IT Consulting

Description

Company Description 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. Responsibilities: 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. 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. Expectation of days in office will be confirmed by your 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 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 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). Fluent in Spanish, English and Portuguese. 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. Job Family Group: Client Support Services

Responsibilities

This role involves delivering high-value customer service to clients and staff, proactively collaborating with clients to identify efficiencies, and advocating for client needs across internal teams like Sales, Product, and Risk. Responsibilities also include leading complex cross-functional initiatives, resolving inquiries promptly, and managing complex change requests.