Senior Client Care Consultant

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.

Essential Functions

Client Issue Resolution & Relationship Management

• 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

Cross‑Functional Coordination & Advocacy

• 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.

Concierge Model, Process & Knowledge Excellence

• 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

Team Leadership & Coaching

• 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.

Results & Metrics Ownership

• 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.

Project & Change Leadership

• 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.

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

Basic Qualifications:

• 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.

Preferred Qualifications:

• 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

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for this position is 100,000.00 to 160,000.00 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.