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:

Dispute Analyst Technical Trainer will work within the Dispute Analysis and Support (DAS) team and is responsible for development and delivery of learning in support of Visa DPS DAS products and services. 

RESPONSIBILITIES:

The position is responsible for developing and delivering training courses for DAS Dispute Analysts.  Responsibilities include developing business-relevant curriculum, attaining appropriate level of expertise on assigned topics, delivering information effectively, and ensuring all established goals and objectives related to training and development are completed successfully. The Trainer will work with the DAS Technical Writer to update and maintain all DAS process 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.

• Stay current with DAS, Visa, and client business objectives by building effective relationships with product, sales and account teams, as well as DAS leadership

• Participate in and promote a DAS training assessment and feedback process

• Identify on an ongoing basis potential course or knowledge gaps and /or needs and coordinate with DAS leadership on scheduling as appropriate

• Work with functional groups to plan and develop curriculum per assigned schedule

• Ensure course material accurately reflects and supports the business and strategic objectives of DAS, Visa DPS and its clients

• Update course materials according to schedule, or more frequently as needed

• Stay abreast of latest training and course development practices to ensure training delivery is engaging and effective

• Ensure all course materials are prepared and delivered in timely manner prior to event

• Conduct training programs according to schedule

• Work with DAS Technical Writer to ensure policies and procedures are accurate and up to date

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

• Other requirements as assigned

• Domestic and international travel required (20-35%), with short term (2 week to 1 month) stays at off site locations

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

• Bachelor’s degree or equivalent experience

  • Minimum of 3 years’ experience with progressive experience in training and course development

• Comprehensive knowledge of Visa’s International Operating Regulations, industry trends, and industry best practices or Network Operating Regulations 
• Comprehensive knowledge of US Federal Regulations E and Z

• Experience with Visa DPS Prepaid and Debit products and Visa VROL, PAS/PAT applications

• Solid experience in training and course development, preferably within the financial services industry

• Knowledge in effectively facilitating live training programs of various attendance levels

• Ability to learn new technical applications quickly and in-depth

• Ability to translate complex topics into clear and concise steps

• Proven ability to work independently as well as across multiple departments and international locations

• Proven ability to organize and present information effectively to various audiences

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

• Good listening and consultative skills a must

• Proficiency in Microsoft Office products including Word, PowerPoint, Excel, Outlook, One Note