Job Description
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.
Job Description
Elite Care - Concierge Service is a dedicated support team within the broader Elite Care organization, providing a 24/7 follow-the-sun, high‑touch Concierge experience for select Global and Key clients. The team delivers end‑to‑end operational ownership, clear communication, and coordinated resolution across Visa’s ecosystem.
The Concierge Consultant is an individual contributor role responsible for independently managing day‑to‑day client issue resolution and operational activity for assigned clients. Consultants handle complex operational requests and incidents, often spanning multiple regions, escalating or seeking guidance for the most intricate, high‑risk, or multi‑dimensional scenarios. This role requires a high level of agility, with the ability to quickly adapt to changing processes, tools, and client requirements, and confidently course-correct in a dynamic operating landscape.
This role plays a key part in delivering consistent, high‑quality service outcomes for some of Visa’s most important clients.
This role involves solving complex problems and identifying innovative solutions to improve efficiency and the client experience. The Consultant will operate independently, looking after a portfolio of clients . This role will report to the Director of the Concierge Service.
Responsibilities include, but are not limited to:
Client Issue Resolution & Relationship Management
- Manage all day-to-day operational and tactical activities for a portfolio of Visa's Global clients, accountable for seamless service delivery and issue resolution.
- Own intake, triage, prioritization, and resolution of operational client queries and issues proactively managing client expectations throughout.
- Facilitate and lead client–internal SME calls and incident bridges, set agendas, document minutes and action items, track ownership, and follow through to closure.
Communication & Stakeholder Management
- Collaborate with internal stakeholders to drive timely resolutions, including coordinating resolution activities across Product, Technology, Operations, Risk, and Client Services teams. Regularly follow up and escalate time sensitive matters.
- Monitor and meet SLAs for response and resolution, proactively escalate risks, blockers, and aging items to leadership and clients with clear mitigation plans.
- Build strong partnerships with assigned clients and lead ad-hoc or regular calls and reviews.
Operational Excellence
- 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
- Identify trends and efficiency opportunities, educate clients on self-service opportunities, leveraging AI as appropriate.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications
- Experience in operations within financial services, payments industry.
- Knowledge of Visa’s systems including authorization and clearing systems, disputes, rules, and processing platforms is preferred
- Strong relationship management, strategic thinking, and problem solving skills needed to provide proactive identification of processing efficiencies, service change needs and guidance on system enhancements
- Strong understanding of the industry and our Clients processing and operational businesses
- A proven track record for making sound business decisions, setting direction and managing both short and long-term goals, achieving high quality operational results and customer commitment
- Proficient in performing analysis and drawing conclusions from data and from observed trends
- Ability to set priorities and manage client expectations (internal and external), working both as part of a team and independently.
- Excellent inter-personal skills and a proven ability to build and maintain highly satisfied client relationships
- Proven abilities in organizational, conceptual, and logical problem solving
- Excellent time management, organization, and planning skills
- Excellent verbal and written communication skills
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.