Client Care Team Lead (Dispute Processing)
Pasay City, PHILIPPINES, Philippines
2d ago

Job Description

The Dispute & Support Operations Associate Manager will lead a team of Dispute Analysis and Support (DAS) Analysts of different levels, completing dispute work on behalf of DPS and VDMS clients.

They are subject matter experts in their field and as such will be a point of contact and escalation within the department for complex dispute matters.

Candidate will establish processes for efficient completion of Prepaid, Debit and Regionals disputes in order to maximize resource utilization rates and Client recoveries.

Essential Functions

  • Oversight and development of a team of analysts, coaching and mentoring team to maximize performance
  • Manage methods of delivery through the optimization of established workflows, ensuring that all cases are worked within set timeframes and in accordance with local, federal, and Visa regulations
  • Monitor the daily workload and allocate or assign cases based on priority, work type, and available resources
  • Strengthen relationships with key Clients and internal business partners including Global Arbitration and Compliance, Processing Sales, Client Support, and various Product organizations
  • Follow established operating guidelines for the delivery of support and standards of performance
  • Provide escalation support for complex internal and external dispute related issues
  • Provide information and direction to external and internal clients regarding Visa, Plus, and Interlink operating rules and regulations as it applies to disputes, re-presentments, pre-arbitration, pre-compliance, and case filing
  • Provide career advancement opportunities (when applicable), timely coaching and performance evaluations and management when necessary
  • Open tickets and communicate system or settlement issues to leadership or internal partners
  • Communicate via email and phone to Visa DPS Clients and Network associates as necessary
  • Work in a matrixed environment
  • Potential domestic and international travel may be required
  • Work off business hours as required
  • A proven track record for identifying and proactively sharing dispute processes that maximize productivity and efficiency
  • 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 two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

    Basic Qualifications

  • 2 years of work experience with a Bachelor’s Degree or
  • An Advanced Degree (e.g. Masters, MBA, JD, MD or PhD)
  • Preferred Qualifications

  • 5-7 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
  • 3-5 years’ experience leading high performing teams in a complex, evolving environment
  • Comprehensive knowledge of Visa’s International Operating Regulations, industry trends, and industry best practices or Network Operating Regulations
  • Able to convey the meaning of these regulations in a meaningful and comprehendible way
  • Comprehensive knowledge of US Federal Regulations E and Z
  • Proven track record for making sound business decisions, managing both short and long-term goals, and achieving high quality operational results and customer commitment
  • Qualified individual will possess the initiative and judgment to ensure customer expectations and service levels are exceeded
  • Exceptional verbal, written, and interpersonal communication skills are required
  • Highly proficient at managing and presenting ideas through the use of desktop tools, Microsoft Word, Excel, and PowerPoint
  • Capable of making sound business judgments in a fast-paced, dynamic environment
  • A proven track record for identifying and proactively sharing dispute processes that maximize productivity and efficiency
  • Additional Information

    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, and reach with hands and arms.

    Visa has adopted a Covid-19 vaccination policy. As a condition of employment, all employees based in the Philippines who are required to work on-site are required to be fully vaccinated for Covid-19, unless a reasonable accommodation is approved or is as otherwise required by law.

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