Visa Inc. is a global payments technology company that connects consumers, businesses, financial institutions and governments in more than 200 countries and territories, enabling them to use digital currency instead of cash and checks. 

Visa does not issue cards, extend credit or set rates and fees for consumers. Visa’s innovations enable its bank customers to offer consumers choices: Pay now with debit, ahead of time with prepaid or later with credit products. From the world’s major cities to remote areas without banks, people are increasingly relying on digital currency along with mobile technology to use their money anytime, make purchases online, transfer funds and access basic financial services. All of which makes their lives easier and helps grow economies.

Behind the Visa brand are our talented employees who continuously raise the bar with innovative solutions and products that deliver the convenience and security of digital currency to more people all over the world.

Client Support Services (CSS) provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to supporting client implementation of Visa products and services globally, CSS is also responsible for a host of critical services that support the broader Visa organization and clients, including: Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS, CyberSource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

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• Visa.com www.visa.com/diversity  

• Instagram: www.instagram.com/lifeatvisa 

• LinkedIn: https://www.linkedin.com/company/visa

• @VisaNews Twitter: www.twitter.com/visanews Tumblr: visacorporate.tumblr.com

• YouTube:

  • Technology and Innovation at Visa

  • Life at Visa [playlist to be updated]

Dispute Supervisor will be responsible for leading a team of Dispute Analysis and Support (DAS) Analysts of different levels, completing dispute work on behalf of DPS clients.

RESPONSIBILITIES:

The Global Dispute Processing Supervisor will lead a team responsible for dispute resolution management.  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.

• 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

• 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
• A proven track record for identifying and proactively sharing dispute processes that maximize productivity and efficiency
• 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
• Team management skills
• A proven track record for identifying and proactively sharing dispute processes
• Exceptional verbal, written, and interpersonal communication skills are required