Job DescriptionAt Visa, we are a global leader in payments and financial technology, powering seamless, secure, and innovative commerce experiences. Our mission is to uplift everyone, everywhere by being the best way to pay and be paid. Within Acceptance Solutions, our Client Response Unit team plays a critical role in delivering a differentiated client experience across a dynamic and growing portfolio.
Position Summary
The Associate, Client Response Unit (CRU) serves as a centralized client resolution and execution specialist responsible for coordinating resolution of complex operational client challenges across multiple internal teams. This role acts as a key connector between Account Managers, Support, Product, Operations, Billing, and Implementations teams to drive timely resolution of client issues, enhance the voice of the customer, improve the client experience, and accelerate revenue realization and retention.
The CRU is responsible for orchestrating cross-functional activities, maintaining accountability among stakeholders, documenting client journeys, and identifying opportunities to improve processes that create recurring client friction.
Key Responsibilities:
Client Escalation Management
- Coordinate and manage complex client escalations requiring involvement from multiple internal stakeholders.
- Serve as a central point of coordination to ensure issues progress toward resolution.
- Track escalation status, risks, blockers, dependencies, and commitments across teams.
- Partner with account owners to support resolution plans and create an improved client experience.
Cross-Functional Orchestration
- Ensure appropriate resources are engaged based on issue type, severity, and business impact.
- Drive action items, follow-ups, and stakeholder alignment through issue resolution.
- Escalate roadblocks and risks to leadership as appropriate.
Client Experience Improvement
- Document client journeys and identify friction points affecting client outcomes.
- Analyze recurring client pain points and operational breakdowns.
- Surface themes and recommendations that improve internal processes and client satisfaction.
- Partner with stakeholders to implement preventative solutions and process enhancements.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
QualificationsBasic Qualifications:
- Associate: Minimum of 6 months of work experience or a Bachelor's Degree
Preferred Qualifications:
- Associate: 2 or more years of work experience
- 6 months-2 years of experience in account management, customer service, project management, or a related customer-facing role
- Strong written and verbal communication skills, with the ability to engage confidently across channels
- Demonstrated problem-solving skills and ability to manage multiple priorities in a fast-paced environment
- Proficiency with Microsoft Office tools (Outlook, Excel, PowerPoint, Word)
- Strong organizational and time management skills, with the ability to multitask effectively
- Customer-centric mindset with the ability to handle sensitive situations with professionalism and empathy
- Familiarity with the payments ecosystem (e.g., issuing, acquiring, eCommerce, Card Present/Not Present, ACH)
- Experience with tools such as Tableau, Microsoft Dynamics, or similar platforms
- Understanding of referral or reseller partner models
- Excellent cross-functional collaboration and influence skills.
Information for US ApplicantsFor roles located in the US, the estimated salary range for this position is $62,700 to $121,500 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity.Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
Work HoursVaries upon the needs of the department.
Travel RequirementsThis position requires travel 5-10% of the time.
Mental/Physical RequirementsThis position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
