Client Care Consultant

TN United Kingdom; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic professional to join their team in a hybrid role. This position involves acting as a key point of contact for clients, addressing queries related to Visa services, and ensuring client satisfaction through effective communication and problem-solving. The ideal candidate will thrive in a fast-paced environment, possess strong analytical skills, and have a passion for client relationship management. Join this innovative firm and contribute to enhancing client experiences while working collaboratively with various stakeholders.

Qualifications

• Experience in banking or financial services is essential.
• Strong analytical and communication skills are required.

Responsibilities

• Act as a key contact for client queries related to Visa services.
• Provide solutions by collaborating with internal teams.

Skills

Client Relationship Management

Analytical Thinking

Problem Solving

Communication Skills

Multi-tasking

Adaptability

Job description

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Responsibilities

1. Acts as a key point of contact and takes ownership for a breadth of client queries related to Visa services, systems, products, and policies.
2. Identifies individual client requirements and provides appropriate solutions, collaborating with internal teams and stakeholders where needed.
3. Adheres to agreed standards of efficiency and quality.
4. Stays up-to-date with knowledge of Visa products, services, systems, and policies to ensure quality and client satisfaction.
5. Creates and delivers presentations to external and internal clients, representing Visa effectively.
6. Provides out-of-hours support during incidents, ensuring timely communication with internal and external stakeholders.
7. Works both as a team player and independently in a highly dynamic environment with changing priorities.
8. Takes responsibility for workload management—reassesses priorities and escalates or seeks guidance as needed.
9. Makes swift decisions based on available information, presents recommendations, and handles challenges.

Position Details

This is a hybrid position. Hybrid employees can alternate time between remote and office work. Employees are expected to work from the office 2-3 days a week (determined by leadership/site), with a general guideline of being in the office 50% or more of the time based on business needs.

Qualifications

• Experience in banking, financial services, or technical support roles.
• Proven experience in a client-focused environment and a passion for client relationship management (internal and external).
• Strong analytical thinking skills.
• Resourceful and persistent problem solver.
• Excellent verbal and written communication skills in English and at least one additional language (French, German, Portuguese, Italian, Turkish, Polish, Spanish).
• Ability to analyze processes and drive service enhancement opportunities to improve internal workflows and client experience.
• Client-focused approach with the ability to interact across all management levels.
• Prioritization skills—assessing urgency and ownership of complex, time-critical issues.
• Strong multi-tasking skills and attention to detail.
• Adaptability to change and ability to quickly adjust to new demands and conditions.

Additional Information

Visa is an Equal Employment Opportunity (EEO) employer. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. Visa also considers qualified applicants with criminal histories in accordance with EEOC guidelines and applicable laws.