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.

https://www.youtube.com/watch?v=uTgAg0SqU98&feature=youtu.be

• 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]

POSITION SUMMARY:

The Technical Writer helps to keep all DAS documentation up to date.  They will assist with training and maintaining DAS sites where documentation is kept for the team to reference.

RESPONSIBILITIES:

Dispute Analyst Technical Writer is responsible for updating and maintaining all Dispute Analysis and Support (DAS) documentation, including but not limited to procedures, case note templates, Quick Reference Guides, job aids, team documentation on SharePoint, and training guides.  They will also help with training videos or short stories.  Technical Writers should have at least a basic understanding of the dispute process and be an expert in various tools including SharePoint, One Note and others as noted below.

• Develop new documentation as needed and maintain/improve existing documentation by working in collaboration with key stakeholders

• Update policies and procedures

• Be thoroughly acquainted with DAS Quick Reference Guides and Job Aid templates

• Communicate all process and procedure changes or updates at the appropriate time

• Communicate and maintain updates and notices to team

• Create engaging learning activities and compelling course content that enhances retention and transfer of knowledge and/or skills

• Evaluate training by communicating with audience, facilitators, managers, and learners to determine effectiveness of instruction; work with facilitators/trainers to obtain formal and informal class evaluation input

• Maintain a comprehensive library of technical terminology, project documentation and course folders

• Maintain a high degree of knowledge on various products for each department by attending training classes, reading manuals, and other emails related to products and procedure updates

• Conduct needs analysis to identify root cause of performance gaps

• Update/create WCAG (Web Content Accessibility Guidelines) compliant forms using Adobe Acrobat

• Update/create Word and Outlook templates used by the processing team

• Act as a change agent, soliciting fresh ideas in order to modernize products

• Understand and adhere to department style and process guidelines

• Other requirements as assigned

• Potential domestic and international travel may be required

• Work off business hours as required to meet with subject matter experts in order to ensure that specialized topics are appropriately addressed and discussed

QUALIFICATIONS:

• Bachelor’s degree or equivalent experience

• 5+ years’ experience in Technical Writing or related professional work including e-learning

• Comprehensive knowledge of learning theories and instructional design models

• Basic visual design skills (Photoshop, Illustrator) and ability to storyboard

• Exceptional knowledge and understanding of Microsoft Office, Snag-It (or other graphic editing programs) and Adobe Acrobat DC

• A good understanding of WCAG (Web Content Accessibility Guidelines) compliant issues

• Understand and apply proper use of visuals and graphics

• Ability to translate complex topics into clear and concise steps

• Proven ability to work independently

• Exceptional verbal, written, and interpersonal communication skills are required

• Highly skilled prioritization and multi-tasking ability

• Experience in consumer payment, e-commerce is preferred