Client Resolution Consultant

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

What’s it all about?  

Client Resolution is the first point of contact into Visa covering all systems, services, products and policies and provide in-depth technical support to quickly address any questions or issues raised. 

We collaborate and liaise with various 3rd Line departments across the business to provide seamless end-to-end support to our clients and internal stakeholders. 
Currently we support over 4500 organizations across Europe, we cover 8 languages over the phone: English, French, German, Italian, Polish, Portuguese, Spanish and Turkish. 

This is an individual contributor role responsible for identifying and resolving issues of moderate complexity. This position requires strong analytical, problem solving and execution skills and solid client relationship abilities. 

We’re after someone who…

• Acts as a key point of contact and takes ownership for a breadth of complex client queries related to Visa services, systems, products and policies

• Identifies individual client requirements and provides appropriate solutions, collaborating with internal teams and stakeholders where needed

• Adheres to agreed standards of efficiency and quality

• Stays up-to-date with knowledge of Visa products, services, systems and policies to ensure quality and client satisfaction

• Creates and delivers presentations to external and internal clients representing Visa effectively

• Might be required to provide out-of-hours support during crisis events to ensure team’s operational resilience responsibilities are full filed

• Is both a team player and able to work independently in a highly dynamic environment with changing priorities

• Takes responsibility for own workload management - is able to reassess priorities and to escalate or seek guidance where required

• Able to swiftly make decisions based upon information available, present recommendations and deal with challenges

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

Qualifications

Essential Criteria

• Experience in banking or financial services industries or in a technical support role 

• Proven experience of working in a client-focused environment and a passion for client relationship management (internal and external) 

• Robust analytical thinking skills 

• Resourceful, and persistent problem solver 

• Excellent communication skills both verbal and written in English and preferably one additional language (French, German, Portuguese, Italian, Turkish, Polish, Spanish) 

• Ability to analyse processes and drive service enhancement opportunities to improve internal workstreams and the client experience 

• Client focused ethos with the ability to interact across all management levels 

• Prioritization skills - ability to assess urgency and take ownership of complex and time critical issues through resolution 

• Strong multi-tasking skills & attention to detail 

• Desire to embrace change and ability to swiftly adapt to changing demands and conditions 

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.