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Client Care Specialist

hace 2 meses

Bogotá, Bogotá D.E., Colombia VISA A tiempo completo

Job Summary

The Client Care Consultant serves as a functional/technical expert, working independently with guidance only in complex and unconventional situations. This role is responsible for providing operational assistance to Clients and their lines of business, managing a wide range of moderately complex problems of diverse scope, identifying opportunities to improve Client performance, and driving issues and opportunities through to completion.

Key Responsibilities

  • Coordinate with internal resources to accomplish Visa and client objectives and ensure processing system performance standards are met and that the client perspective is represented within the organization.
  • Provide proactive planning and operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance.
  • Stay current with industry and client trends and maintain a strong knowledge of Visa products and services.
  • Represent complex customer change requests, system or operational requirements, negotiate and manage expectations internally and externally.
  • Develop and manage strategic planning and operational initiatives, special projects, and client-driven continuous improvement plans.
  • Identify and analyze processing issues with client impacts, consistently communicate situational status and resolution, advise on SLA performance both internally and externally, and develop improvement plans to address chronic client problems.
  • Manage a range of moderately complex problems of diverse scope, identifying appropriate courses of action, and driving them to completion, coordinating with internal resources to accomplish Visa and client objectives.
  • Provide guidance on Client processing strategies, environments, interfaces, and business priorities.
  • Support biannual business enhancements and all Visa mandates.
  • Partner with assigned Account Executives to identify additional business opportunities.
  • Work proactively with Clients to identify operational efficiencies, determine customer impacts, and required actions, and collaborate with Client on ongoing status through completion.
  • Collaborate with Client to complete Client-required actions, including digital certificate renewals, capacity planning, business enhancement readiness, and other actions needed to maintain processing systems.
  • Work closely with Technical Account Managers, Account Managers, Project Managers, Client Configuration teams, Licensing, and Sales to understand Client objectives and to seek out solutions.
  • Advocate on behalf of all Visa Clients to internal stakeholder organizations, including CS, Sales, Product, Systems, Risk, and Legal.
  • Coordinate with other Visa teams to expedite the resolution and implementation of solutions to ensure that all Visa products and services operate at the highest level of performance.
  • Maintain relationships with internal and external Clients to understand local market needs and trends and gain insight on the need to enhance support approach.
  • Establish and foster relationships with Clients and internal stakeholders at all levels of staff and senior management.
  • Stay abreast of new rules, products, and services, and industry and technology trends to be able to support Visa strategic goals and Client initiatives.
  • Maintain advanced knowledge of all supported product and services and how these impact clients' business.

Requirements

  • Bachelor's degree and seven or more years of experience in the financial services, payments, software, or information services industry.
  • Expert-level 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 are needed to provide proactive identification of processing efficiencies, service change needs, and guidance on system enhancements.
  • As a functional expert, must have a 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 written or computer-generated material and from observed trends.
  • Ability to set priorities and manage customer expectations (internal and external), working both as part of a team and independently.
  • Capable of developing and managing short and long-term plans, adapting as the industry or environment changes.
  • Excellent inter-personal skills and a proven ability to build and maintain highly satisfied customer relationships.
  • Proven abilities in organizational, conceptual, and logical problem-solving. Excellent time management, organization, and planning skills are essential.
  • Excellent verbal, written, and interpersonal skills are required. Mastery of the English language is required.
  • Fluency in Spanish and English is required. Portuguese is a plus.