Client Care Consultant

Client Resolution - Concierge Service is a dedicated support team within the broader Client Resolution organization that provides 24/7 white glove, VIP-level service and personalized issue resolution ​for key global clients. The Client Care Consultant will operate independently, receiving guidance only in very complicated situations solving complex problems and identifying innovative solutions.

This individual contributor role involves solving complex problems and identifying innovative solutions. The Consultant will operate independently, receiving guidance only in very complicated situations.  This role will report to the Director of Client Resolution - Concierge Service.

Responsibilities include, but are not limited to:

• Manage all day-to-day operational and tactical activities for several of Visa's Global clients, ensuring seamless service delivery and issue resolution.
• Own intake, triage, prioritization, and closure of a high volume of client work items/cases across multiple channels (email, web, calls).
• Collaborate with internal stakeholders to drive timely resolutions.
• Facilitate and lead client–internal SME calls and incident bridges, set agendas, document minutes and action items, track ownership, and follow through to closure.
• Monitor and meet SLAs for response and resolution, proactively escalate risks, blockers, and aging items to leadership and clients with clear mitigation plans.
• Perform root cause analysis on recurring issues, develop corrective actions, runbooks, and knowledge-base articles to prevent reoccurrence.
• Drive continuous improvement initiatives to reduce resolution time

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.