Managed Services Client Care Consultant
Bogotá, Bogota, Colombia
Posted on Jun 17, 2026
About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.
Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.
Job Description
The Managed Services Client Care Consultant is responsible for strengthening client relationships, enhancing support processes, and serving as a trusted advisor for client inquiries, escalations, complaints, and service needs. This role supports a centralized client communication model to ensure consistent, timely, and high-quality engagement across all client interactions. The Consultant drives an exceptional client experience through proactive issue resolution, strong technical and analytical capabilities, and data-driven insights. This role partners across cross-functional teams to support client objectives, improve operational performance, and identify opportunities for continuous improvement
Client Engagement & Relationship Management
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Qualifications
Basic Qualifications:
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.
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.
Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.
Job Description
The Managed Services Client Care Consultant is responsible for strengthening client relationships, enhancing support processes, and serving as a trusted advisor for client inquiries, escalations, complaints, and service needs. This role supports a centralized client communication model to ensure consistent, timely, and high-quality engagement across all client interactions. The Consultant drives an exceptional client experience through proactive issue resolution, strong technical and analytical capabilities, and data-driven insights. This role partners across cross-functional teams to support client objectives, improve operational performance, and identify opportunities for continuous improvement
Client Engagement & Relationship Management
- Serve as the primary point of contact for client inquiries, escalations, complaints, and service-related requests.
- Build and maintain strong client relationships aligned to business objectives.
- Provide proactive, timely communication to clients on all open items.
- Conduct post-resolution follow-ups to ensure satisfaction.
- Manage end-to-end client escalations and ensure timely resolution.
- Investigate complaints, identify root causes, and implement corrective actions.
- Act as liaison between clients and internal stakeholders.
- Escalate critical risks and NPS concerns to leadership.
- Monitor key metrics including NPS, complaints, and escalation trends.
- Analyze data and produce actionable insights.
- Support performance reporting and KPI tracking.
- Identify recurring issues and operational risks.
- Drive continuous improvement initiatives across teams.
- Support and lead projects aligned to business objectives.
- Develop documentation and training materials.
- Participate in calibration sessions for consistency.
- Provide consultative client support and system demonstrations.
- Address billing inquiries and resolve discrepancies.
- Provide leadership with insights on trends and opportunities.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Qualifications
Basic Qualifications:
- 5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD
- 6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
- 5+ years of experience in the financial payments industry or client relationship management.
- 1–2 years of leadership experience preferred.
- Experience managing high-volume client interactions.
- Strong escalation and complaint management expertise.
- Advanced Excel and data analysis skills.
- Experience with Tableau, Power BI, or similar tools preferred.
- Process improvement and project management experience.
- Lean Six Sigma (Green Belt or higher) preferred.
- Strong communication and stakeholder management skills.
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.