Senior Client Care Consultant; Concierge Team

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.

The Senior Client Care Consultant is a key member of Visa's white glove Concierge support team within the Elite Care division, dedicated to our most valued Global and Key clients. This role owns complex operational issues endtoend, delivers a hightouch client experience, and acts as a trusted advisor across client and internal stakeholder groups.

As a senior individual contributor, the Senior Consultant operates with high autonomy, navigating ambiguity, coordinating cross functional partners, and driving improvements to processes, knowledge, and service delivery. The role also acts as deputy to the Team Lead as appropriate, supporting daily coordination, escalations, and decision making when needed.

• Serve as a primary point of contact for operational and tactical issues for assigned Key and Global clients, delivering white glove, VIPlevel service in line with the Client Resolution - Concierge model
• Build deep relationships with client operational stakeholders understanding their systems, configurations, business drivers and preferred ways of working
• Own complex and escalated client issues from first contact through closure, ensuring timely, accurate, and clearly communicated resolutions.
• Deliver highvalue client service that anticipates client needs, manages expectations, and consistently reinforces Visa as a trusted partner.

• Act as a liaison and advocate for clients with internal teams including Client Success, Sales, Product, Technology, Risk, Legal and Disputes, ensuring issues are owned and progressed to resolution.
• Lead cross functional initiatives to resolve multidimensional problems (e.g., product defects, recurring operational issues, process gaps), driving clear accountability and timelines.
• Represent client needs in internal forums to influence improvements in tools, processes, and service delivery.
• Uses AI tools effectively in daytoday work and identifies teamspecific AI use cases to drive efficiency.

• Operate effectively in an evolving environment where not all processes are fully defined, using sound judgment to make decisions and codifying successful approaches into repeatable standard work.
• Design, refine and document Concierge workflows, playbooks and runbooks for assigned clients in partnership with Quality and Knowledge Management Teams
• Identify and close knowledge gaps and creating internal knowledge assets

• Act as deputy to the Team Lead stepping supporting daytoday team coordination, delegation and decision making during absences
• Serve as first point of escalation, triaging and resolving complex or sensitive issues before leader involvement.
• Support onboarding and continuous development of new and existing team members by sharing best practices and identifying training needs.

• Contribute to Concierge KPIs - (NPS, Time to Resolution, First Contact Resolution) - through disciplined case management and proactive intervention.
• Analyse trends to identify systemic issues and recommend improvements to processes, tooling, or training.
• Provide concise reporting on major issues, incidents, and improvement initiatives.

• Support Concierge transformation initiatives, including onboarding new clients and enhancing the global support model.
• Champion adoption of the Concierge model across CSMs, CR teams, and partner functions.
• Participate in rotational after hours coverage for critical client issues.
• Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

This is a hybrid position. Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• 8+ years' experience in financial services, payments, SaaS, technology, or client facing operational support.
• Strong analytical and problem solving…