Dispute Analyst
5d ago

Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive.

Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second.

The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere.

As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace.

We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You're an Individual. We're the team for you. Together , let's transform the way the world pays.

Job Description and Responsibilities

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.

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.

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.

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
  • 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

    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

    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

    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.

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