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
As an Elite Care Escalated Support Associate, you will play a critical role in delivering world class client support within Visa’s Elite Care organization, supporting the Value‑Added Services / Visa Open Banking (VOB) domain. VOB is building an open banking platform that enables banks, fintech and startups to develop data-driven financial services. Through one API, Tink allows customers to access aggregated financial data, initiate payments, enrich transactions and build personal finance management tools.
This role sits within Escalated Support and is focused on resolving complex, high‑impact client issues that require deep technical expertise and cross‑functional collaboration.
You will act as a key escalation point for clients and internal teams, ensuring rapid resolution, clear communication, and strong ownership of client outcomes.
You will work in a global, collaborative environment, partnering closely with Primary Support, Product, Engineering, and regional teams to deliver consistent, high‑quality client experiences.
Manage end‑to‑end resolution of advanced technical and operational issues escalated from other support teams.
Provide deep expertise within the VOB domain, acting as a subject-matter expert (SME), supporting internal teams and guiding investigations across multiple systems and services.
Drive cross‑functional collaboration partnering with Product, Engineering, Implementation, Incident Management, and other internal stakeholders to diagnose issues, remove blockers, and deliver timely resolutions.
Perform root cause analysis, identifying underlying issues, recommend long‑term fixes, and contribute to continuous improvement of processes, tooling, and knowledge management.
Enhance client experience by engaging with internal teams and, when required, clients and financial institutions to provide clear, concise, and proactive updates on critical incidents and escalations.
Support Primary teams (L1) and enable knowledge transfer, improve escalation quality, and optimize handoffs between Primary and Escalated support functions.
Ensure SLA adherence and accountability and operate with a strong sense of ownership, prioritization, and urgency to meet service level expectations and minimize client impact.
Contribute to operational excellence by identifying patterns, contribute to reporting and insights, and support initiatives that improve efficiency, scalability, and consistency across Elite Care.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Qualifications
Proven experience in technical support, incident management, or escalation handling within fintech, payments, or a related industry
Experience working with complex systems and APIs, ideally within Open Banking or financial services ecosystems
Client facing experience. Demonstrated success in customer relationship management.
Technical and analytical skills
Strong troubleshooting and problem‑solving skills across system integrations and distributed environments
Ability to analyze logs, transaction flows, and system behaviors to identify root causes
Hands‑on experience with troubleshooting and monitoring tools (e.g., OpenSearch, Datadog or similar)
Working knowledge of SQL for data investigation and analysis
Familiarity with version control and collaboration platforms such as GitHub
Excellent stakeholder management and communication skills, with the ability to explain complex issues clearly
Experience working cross‑functionally in a global, matrixed organization
High level of accountability and commitment to delivering client outcomes
Ability to operate effectively under pressure and manage multiple priorities
Proactive mindset in leveraging AI‑enabled tools (e.g., Copilot and similar solutions) to enhance productivity, improve investigation quality, and support daily operational tasks
English proficiency both written and verbal
Nice to Have:
Experience with Visa products, Open Banking, or similar platforms
Operational excellence & incident response experience
Exposure to payment processing, APIs, or data aggregation services
Java programming knowledge
Proficiency in a European language beyond English
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.
