Senior Client Care & Solutions Consultant

VISA; Bogotá; On-site; COP 60,000,000 - 110,000,000; Full time

Job summary

Visa is seeking a seasoned Client Care Consultant in Bogotá to respond to and resolve complex client issues across channels, including phone, email, and chat. You will investigate transactions, billing, and contract problems while staying informed on payment industry trends and Visa products.

You will lead cross-functional projects, collaborate with internal teams and clients to identify efficiencies, document solutions, and drive superior service delivery. After-hours support may be required.

Qualifications

• 5+ years of relevant work experience with a Bachelor's Degree.
• Experience in handling escalated client issues and complex problem resolution.
• Experience in delivering high-value customer service and advocating for clients.
• Experience in leading or assisting department projects and cross-functional initiatives.
• Experience in coordinating resources and resolving client inquiries promptly.
• Experience in building relationships with key clients and stakeholders.
• Experience in identifying operational improvements and reporting project accomplishments.
• Experience in educating clients on best practices and managing complex change requests.

Responsibilities

• Operate independently to solve complex client problems and identify innovative solutions, receiving guidance only in very complicated situations.
• Deliver high-value customer service to Visa clients and staff, advocating for clients and exceeding expectations.
• Handle escalated client issues and serve as an escalation point for complex matters.
• Lead and assist in department projects and initiatives, including cross-functional efforts between clients and internal teams.
• Collaborate proactively with clients to identify efficiencies, customer impacts, and required actions, maintaining communication through completion.
• Advocate for Visa clients to internal stakeholders, including Client Success Managers, Sales, Product, Systems, Risk, and Legal teams.
• Coordinate resources to achieve Visa and client goals, resolve client inquiries promptly, and maintain updated support documentation.
• Build strong relationships with key clients and stakeholders, representing clients within Visa to prioritize enhancements.
• Identify operational improvements to boost service quality and efficiency.
• Report project accomplishments to senior management and act as a liaison for problem management and system enhancement support.
• Educate clients on best practices and manage complex change requests, negotiating and managing expectations.
• Notify clients of critical problems or maintenance outages and stay informed about payment industry trends and Visa products.
• Provide after-hours support as needed.

Skills

Escalated issue handling

Customer service

Cross-functional collaboration

Department projects

Education

Advanced degree (Masters/MBA/JD/MD)

PhD

Bachelor's Degree

Job description

Visa is seeking a seasoned Client Care Consultant in Bogotá to respond to and resolve complex client issues across channels, including phone, email, and chat. You will investigate transactions, billing, and contract problems while staying informed on payment industry trends and Visa products.

You will lead cross-functional projects, collaborate with internal teams and clients to identify efficiencies, document solutions, and drive superior service delivery. After-hours support may be required.