Senior Dispute Representative
Pasay, Philippines
5d ago

Job Description

Senior Dispute Representatives 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 or Debit on behalf of Dispute Analysis and Support (DAS) clients.

Working primarily fraud cases, they will learn systems and dispute processes.

  • 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 Visa DPS’ Issuing and Acquiring 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 andResolve the claim or counter-challenge the representment through Visa’s pre-arbitration, pre-compliance, arbitration, or compliance process orPass dispute to DPS Client 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 Visa DPS Clients and Network associates as necessary
  • Submissions without approval are capped at $1000 per claim at the representative level
  • Work off business hours as required
  • Qualifications

  • 3+ years’ experience working in banking or a merchant acquiring, card issuing, or back office banking environment
  • Ideally 1+ years of 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
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