Senior Client Care Consultant

Visa•Atlanta, GA

24d•Hybrid

About The Position

The Senior Client Care Consultant is a key member of Visa’s white‑glove Concierge support team, dedicated to our most valued Global and Key clients. This role owns complex operational issues end‑to‑end, delivers a high‑touch 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, supporting daily coordination, escalations, and decision‑making when needed.

Requirements

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
8+ years’ experience in financial services, payments, SaaS, technology, or client‑facing operational support.
Strong analytical and problem‑solving skills, with proven ability to navigate ambiguity and manage complex client situations independently.
Experience coordinating with Product, Technology, Risk, Legal, or equivalent cross‑functional partners.

Nice To Haves

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
Deep understanding of Visa systems (authorization, clearing, disputes, rules, platforms) or ability to quickly learn complex payment ecosystems.
Demonstrated ability to influence without authority and lead cross‑functional efforts.
Experience designing or improving operational workflows and contributing to knowledge repositories (runbooks, SOPs, troubleshooting guides).
Strong written and verbal communication skills suitable for executive‑level stakeholders.
Evidence of coaching, mentoring, or acting as a point of escalation for peers.
Track record of improving operational KPIs (NPS, duration, case quality, accuracy).
Ability to manage sensitive escalations with judgment and professionalism.
High learning agility: thrives in a build‑and‑transform environment.
Demonstrated ability to step in for the Team Lead, manage escalations, and represent the team in leadership or incident reviews.
Ability to identify patterns across clients and recommend structural improvement

Responsibilities

Serve as a primary point of contact for operational and tactical issues for assigned Key and Global clients, delivering white‑glove, VIP‑level 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 high‑value client service that anticipates client needs, manages expectations, and consistently reinforces Visa as a trusted partners
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 multi‑dimensional 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 day‑to‑day work and identifies team‑specific 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 day‑to‑day 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.