# Sr. Consultant, Elite Care at Visa

Visa is hiring a Sr. Consultant, Elite Care in Manila, Philippines. Level rates it Little AI ●○○○; you can [apply on Level](https://jobsbylevel.com/go/66ea8955-b6d4-45f2-b1b8-e2743e3de607?utm_medium=ai-agent).

AI Level 1, AI centrality 10 out of 100. PH - Pasay, Philippines - Manila.

## Details

- Company: [Visa](https://jobsbylevel.com/companies/visa)
- AI level: AI Level 1 (score 10 out of 100)
- Location: PH - Pasay, Philippines - Manila
- Posted: October 19, 2026
- Apply: https://jobsbylevel.com/go/66ea8955-b6d4-45f2-b1b8-e2743e3de607?utm_medium=ai-agent

## Prepare for this job

The job page lists 5 likely interview questions for this offer, with a CV checklist: https://jobsbylevel.com/jobs/sr-consultant-elite-care-at-visa-175236

## Description

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 Join Visa: A Network Working for Everyone. The Team Elite Care is Visa's client support organization, delivering operational expertise and consultative support globally across Visa's products and services. The team provides timely resolution of client inquiries, trusted product guidance, and proactive client engagement while leveraging digital solutions, automation, and AI-enabled capabilities to deliver faster, more accurate, and seamless client experiences. The Role Senior Client Care Consultant (Hybrid Production & Shift Operations Lead) The Sr. Client Care Consultant supports Visa Acceptance Solutions for merchants, partners, and clients globally through a hybrid role that combines hands-on production support (50-60%), technical expertise, and operational shift leadership (40-50%). This role is expected to maintain an active production workload while serving as the designated shift escalation and operational lead during assigned coverage hours. The individual will resolve complex client issues, manage high-priority escalations, monitor operational performance, coordinate cross-functional response activities, and help maintain service levels across a global Follow-the-Sun support environment. The successful candidate will balance direct case ownership with real-time operational oversight, ensuring timely issue resolution, effective escalation management, workload prioritization, and a consistent client experience. The role partners closely with Client Services, Product, Technology, Workforce Management, Command Center, and Operations teams to improve service quality, operational efficiency, and client outcomes. The role will support a follow-the-sun operating model which requires rotational overnight shifts, weekend coverage, and local country holiday support as determined by business needs. Scheduling will be managed in accordance with local labor laws, Visa policies, required compensatory time off, and applicable legal rest-day requirements. This position is based in Pasay. Job Description Production Support & Technical Expertise Manage an assigned portfolio of production support cases while meeting established productivity and quality expectations. Serve as a CyberSource and Acceptance Solutions technical subject matter expert for merchants, partners, and internal stakeholders. Troubleshoot complex payment processing, API, eCommerce, transaction, configuration, and platform-related issues. Own and drive resolution of critical client-impacting incidents and escalations. Provide technical guidance, implementation support, and best practices to clients and internal teams. Support major incident management activities, operational bridge calls, and client communications. Shift Supervision & Operational Leadership Serve as the designated shift lead during assigned coverage periods while continuing to manage production work. Monitor queue health, service levels, aging cases, backlog trends, workload distribution, and operational risks throughout the shift. Coordinate escalation management and facilitate timely engagement of Product, Technology, Operations, and Leadership teams. Proactively identify service-level risks and execute mitigation actions to maintain operational performance. Provide real-time guidance and support to consultants handling complex issues and escalations. Partner with Workforce Management and Command Center teams to

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/sr-consultant-elite-care-at-visa-175236

Source: https://jobsbylevel.com/jobs/sr-consultant-elite-care-at-visa-175236

## Cite this page

Level. https://jobsbylevel.com/jobs/sr-consultant-elite-care-at-visa-175236.

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