Company Description
Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.
When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.
Join Visa: A Network Working for Everyone.
Job Description
Dispute Analyst Leads are true subject matter experts in their field and as such, will be a key point of contact and escalation within the department for complex dispute matters, including understanding regulations and Visa Core rules. In addition to understanding all aspects of the dispute resolution management process, Dispute Analysts will support their leadership team by identifying and implementing process improvements, monitoring daily workloads and ensuring that cases are assigned for review based on priority, work type, and available resources in order to maximize resource utilization rates and Client recoveries. Dispute Analysts may be asked to help support projects, client communication (email, chat, phone), or other tasks as assigned to assist with the team. This is an individual contributor role responsible for identifying and resolving issues of moderate complexity. This position is at an intermediate professional level and requires strong execution and analytical abilities. This role works independently and receives minimal guidance.
This position is to be based in Atlanta and may or may not present relocation or sponsorship assistance.
Essential Functions
- Identify opportunities to optimize team performance and counsel staff and support staff (quality assurance, training, documentation) on dispute related matter in order to maximize resource utilization and service delivery quality
- Provide subject matter expertise during internal and external projects and engagements
- Monitor daily workload and allocate or assign cases based on priority, work type, and available resources
- Incubate new services, processes, and new Client case work to ensure that programs are set-up correctly and working as expected
- Review and approve high-dollar dispute claims for junior staff members
- Facilitate or participate in monthly change control meetings
- Analyze claimant transaction history, available online data, and leveraging knowledge of industry fraud trends to determine if claim is valid or fraudulent
- Review evidence or case presented and leveraging Network (Visa, MasterCard, Regional Network, etc.) dispute resolution management rules to determine the validity of each claim and its potential for recovery
- Assess claimant eligibility for access to affect funds during the dispute recovery process in accordance with US consumer laws if applicable
- Utilize Network dispute process to attempt recovery on behalf of Visa DAS Clients, ensuring that disputes are submitted in accordance with Network Operating Regulations, and that all required evidentiary and technical conditions and requirements are met
- Dispute Analysts will process all complex dispute types and reason codes
- Open tickets and communicate system or settlement issues to leadership or internal partners
- Stay current with industry and client trends and maintain a strong knowledge of Visa international Operating Regulations and Regulation E with regard to dispute processing.
- Identify and analyze processing problem with customer impacts communicates ongoing situation status to processing teams
- Communicate via email and phone to Visa DAS Clients and Network associates as necessary
- Potential domestic and international travel may be required
- Work in a matrixed environment
- Work off business hours as required.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
Qualifications
Basic Qualifications:
- 2 years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
- Requires a minimum of 5 years’ experience working in a merchant acquiring, card issuing, or back office banking environment, and a minimum of 4 years of experience in a dispute resolution management or loss recovery role
- Comprehensive knowledge of Visa’s International Operating Regulations
- Comprehensive knowledge of US Federal Regulations E and Z
Preferred Qualifications:
- 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work
- experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
- Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving
- Proven ability to service and support a range of internal and external customers, while maintaining client/stakeholder confidentiality, often in parallel and within a shifting set of priorities
- A proven track record for making sound decisions based on available evidence, managing both short and long-term goals, and achieving high quality operational results
- Ability to make independent decisions guided by department policies and procedures
- Customer focus with proven ability to establish productive working relationships
- Ability to set priorities and manage customer expectations, and work both as part of a team and independently
- Ability to set priorities and manage department expectations, and work both as part of a team and independently
- Exceptional verbal, written and interpersonal skills are required
- Exceptional knowledge of Microsoft Office, specifically Excel.
Additional Information
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel 5-10% of the time.
Mental/Physical Requirements: This 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.
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.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.
U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is $68,000.00 to $86,700, 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.