Client Resolution Consultant
Client Resolution Consultant
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Job Description
Whats 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.
Were 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 teams 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.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
