Description
We are seeking a Client Care Consultant to join our team. As a Client Care Consultant, you will specialize in responding to, resolving, and supporting external or internal customer or client issues. You will investigate, analyze, and solve transaction, billing, technical, and contract issues, requiring knowledge of our products and services.
Key Responsibilities:
- Operate independently to solve complex client problems and identify innovative solutions
- Deliver high-value customer service to Visa clients and staff
- Handle escalated client issues and serve as an escalation point for complex matters
- Lead and assist in department projects and initiatives
- Collaborate proactively with clients to identify efficiencies and required actions
- Advocate for Visa clients to internal stakeholders
- Coordinate resources to achieve Visa and client goals
- Build strong relationships with key clients and stakeholders
- Identify operational improvements to boost service quality and efficiency
- Report project accomplishments to senior management
- Educate clients on best practices and manage complex change requests
- Notify clients of critical problems or maintenance outages
- Provide after-hours support as needed
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
- Experience in handling escalated client issues and complex problem resolution
- Experience in delivering high-value customer service and advocating for clients
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
- Experience in the financial services, payments, software, or information services industry
- Expert-level knowledge of Visa systems