Responsibilities:

• Respond to client inquiries promptly and professionally, ensuring issues are addressed thoroughly.
• Deliver clear demonstrations of client-facing applications and provide accurate service explanations.
• Customize presentations to align with client needs and objectives.
• Serve as the primary contact for Managed Services escalations from internal teams and clients.
• Manage billing inquiries, resolve discrepancies, and communicate outcomes clearly.
• Monitor key Net Promoter Score (NPS) drivers, escalating and tracking issues to strengthen client satisfaction.
• Investigate client complaints, identify root causes, and collaborate with partner teams on effective resolutions.
• Follow up to confirm issue resolution and client satisfaction.
• Manage GCAS opt‑out procedures for issuers in accordance with Visa Rules, including guiding issuers through requirements, reviewing documentation, and approving submissions.
• Verify compliance through methods such as GCAS request testing and address any non‑compliance issues.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Advanced knowledge of the payments industry and the Managed Services GCAS product line.
Demonstrated experience with Contact Center processes, including strong written communication skills for client interactions.
Proven ability to manage and resolve client complaints with professionalism and accuracy.
Strong verbal communication skills and the ability to collaborate effectively with cross functional stakeholders.
Experience leading process improvement and continuous improvement initiatives.
Ability to work independently, exercise sound judgment, and perform effectively in areas of ambiguity.
Strong analytical mindset with a proactive approach to identifying and solving problems.
Experience identifying risks and implementing strong operational controls.
Proficiency in data analysis and business intelligence tools such as Tableau, Power BI, or similar analytics platforms.

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.