Sr. Dispute Support

Company DescriptionVisa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.Job DescriptionSenior Dispute Support are responsible for facilitating the research and resolution of simple dispute claims and over time and through on-the-job experience, acquiring the skills and knowledge required to manage more complex dispute related work. The position is responsible for processing basic disputes for Prepaid, Debit or Regionals on behalf of clients of Client Care Disputes. Working primarily fraud cases, they will learn systems and dispute processes and upskilled to Non-fraud as necessary. Essential Functions- 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- Utilize Network dispute process to attempt recovery on behalf of Client Care Disputes clients, ensuring that disputes are submitted in accordance with Network Operating Regulations, and that all required evidentiary and technical conditions and requirements are met – When disputes are challenged by the opposing party via a representment, collaborate with senior staff to review the new evidence to assess its validity ando Resolve the claim or counter-challenge the representment through Visa’s pre-arbitration, pre-compliance, arbitration, or compliance process oro Pass dispute to Client Care Disputes clients to decision- Work and balance Incoming/Outgoing disputes with Visa DPS settlement and Network financial general ledger (Regional only)- Communicate via email and phone to Client Care Disputes clients and Network associates as necessary- Incumbent must make themselves available during core business hours- 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.QualificationsBasic Qualifications- Minimum of 6 months of work experience or a Bachelors’ Degree- Degree not requiredPreferred Qualifications 3 years of experience working in banking or a merchant acquiring, card issuing, or back office banking environment- Experience in a dispute resolution management or loss recovery role, although this is not a requirement- 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- Qualified individuals will possess the initiative and judgment to ensure customer expectations and service levels are exceeded- Good verbal, written, and interpersonal communication skills are required- Proficient knowledge of Microsoft Office, specifically Excel- A fundamental knowledge of the payment processing industry- Knowledge of US Federal Regulations E/ZAdditional InformationVisa 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.
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