Client Support Specialist

1 week ago


Ashburn Virginia, United States Visa Full time
Job Overview:

As a Client Support Specialist, you will play a crucial role in delivering exceptional customer service to Visa clients and internal teams. Your primary focus will be to exceed client expectations and advocate for their needs.

Key Responsibilities:
1. Deliver high-quality customer service support for daily inquiries from Visa clients and internal personnel.
2. Lead intricate cross-functional initiatives to enhance customer service delivery across various teams.
3. Coordinate internal resources effectively to meet both Visa and client objectives.
4. Ensure timely and thorough resolution of client inquiries while maintaining updated support documentation.
5. Foster and strengthen positive relationships with key clients and internal stakeholders.
6. Represent the client perspective within Visa to prioritize necessary enhancements.
7. Identify operational opportunities proactively and implement strategies to improve service quality and efficiency.
8. Report on customer project achievements and deliverables to senior management.
9. Act as a liaison for clients, managing problem resolution and identifying processing efficiencies.
10. Educate clients on best practices for all supported services.
11. Manage complex customer change requests and negotiate expectations internally and externally.
12. Develop and oversee strategic planning, operational initiatives, and continuous improvement plans driven by client needs.
13. Serve as an escalation point for complex issues.
14. Proactively inform clients about significant problems or scheduled maintenance affecting services.

Additional Responsibilities:
1. Generate annual reports for tracking customer service issues.
2. Present client analyses to peers and leadership.
3. Create and deliver presentations for internal and external stakeholders as required.
4. Mentor new staff and identify training opportunities for the team.
5. Provide leadership and communication to escalate issues to management when necessary.

This position is hybrid, allowing for a blend of remote and office work. Employees are expected to work from the office a set number of days each week, as determined by leadership, with a general expectation of being in the office at least 50% of the time based on business needs.

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