Client Care – Elite Care Consultant

• 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.
• After hours support as needed.
• Domestic travel may be required.

• 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 to be located in our Atlanta, GA office locations. Expectations of in office days will be aligned by the hiring manager.

• 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
• 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).
• Mastery of English; fluency in additional languages is a plus depending on the region (European, CEMEA, LAC).

• 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
• 8+ years in a customer support role in financial services or payments card industry.
• Working knowledge of Visa's systems (authorization, clearing, disputes, etc.).
• Project management skills.
• Excellent troubleshooting skills.
• Experience in troubleshooting web applications, APIs, gateways, integration, or environment issues is a plus.
• Bilingual abilities (Spanish and/or Portuguese) are a plus.

Information for US Applicants

For roles located in the US, the estimated salary range for this position is $93,200.00 to $ 149,800.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity.Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.