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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POSITION SUMMARY:

Analysts are responsible for facilitating the research and resolution of complex dispute claims, balancing the timeframes with a high degree of accuracy.  They work dispute cases on behalf of DPS clients.

RESPONSIBILITIES:

Associate Analysts work all dispute cases (simple fraud, complex and ecommerce), including more complex or higher dollar cases.  They must collaborate and decision cases according to our client matrix and Visa Dispute Rules and Regulations within compliance timeframes.  Associate Analysts may work Prepaid, Debit or Regional Network for all dispute reasons.

• 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 affected 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 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 and
  • Resolve the claim or counter-challenge the representment through Visa’s pre-arbitration, pre-compliance, arbitration, or compliance process or
  • Pass dispute to DPS Client to decision
• Analysts will process all complex dispute types and reason codes
• 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
• Maintain a high degree of knowledge on all Claims Management products
• Open tickets and communicate system or settlement issues to leadership or internal partners
• Work off business hours as required

• 5+ years’ experience working in a merchant acquiring, card issuing, or back office banking environment, and a minimum of 2 years of experience in a dispute resolution management or loss recovery role 
• Detailed knowledge of Visa’s International Operating Regulations, industry trends, and industry best practices or Network Operating Regulations
• Detailed knowledge of US Federal Regulations E and Z
• 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
• Excellent verbal, written, and interpersonal communication skills are required.
• Exceptional knowledge of Microsoft Office, specifically Excel

All your information will be kept confidential according to EEO guidelines.