Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

Team Focus:

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 support 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.

The Associate Manager will be responsible for managing a team of Order Screening Support Specialists based in Lehi, UT. The team is responsible for reviewing merchant transactions for potential fraud, supporting the CyberSource screening management solution. 

The Order Screening Team are an integral part of the Customer Support Team, responsible for investigating potentially fraudulent orders for some of our largest clients across different verticals including high end fashion retail, airlines and digital merchants. 

PRINCIPLE RESPONSIBILITIES:

• Ensures that the team members are aware of and in compliance of established processes and procedures, motivating the team to meet or exceed the departmental performance standards that are set. 

• Create a culture of recognition and ensuring the team and team members are recognised when appropriate. 

• Provides daily direction and communication to analysts. Responsible for setting and adjusting daily workflow for analyst, ensuring merchant Service levels are met. Delegating assignments to a team of Fraud Analyst, Senior Analysts and Team Lead

• Provides regular feedback to team members through 1-2-1 meetings, providing support and coaching as required.

• Addresses disciplinary and/or performance problems according to company policy. Makes effective/appropriate decisions relative to corrective action as required.

• Responsible for the development, analysis and implementation of staffing and scheduling. Ensuring adequate staffing levels to meet merchant’s service levels by regular forecasting.

• Responsible for hiring and on boarding new team members. Selecting the best candidates for the role and overseeing new starter training.

• Ability to handle and resolve escalated customer concerns. Primarily responsible for responding to merchant queries regarding transactions worked from the US team. 

• Provides regular business updates to key internal stakeholders on performance of the team and feedback from merchants

• Expected to lead business processes for the department. Ensure that existing process are fit for purpose and analysing the results they gather.

• Experience in a management or team lead role.
• Experience in reviewing process and communicating results. 
• Ability to work well in a team environment; explaining complex processes to other team members in a simple and easy to understand manner.
• Ability to articulate concepts and ideas to a broader audience, sometimes on a global level 
• Strong presentation and training skills
• Experience of high-level team performance analyst. Able to create reports and identify strengths and weaknesses
• Excellent verbal and written communications skills
• Strong project leading skills- able to work independently and as part of a group to deliver projects.
• Experience in face-to-face and telephone meetings with clients. Able to create agendas and create action plans accordingly.
• Strong interpersonal skills
• Excellent problem solving and time management skills
• Strong experience MS Office applications is required
• Experience as an escalation point for complaints
• Fraud experience- must have strong experience with e-commerce fraud and handling chargebacks.

PREFERRED EXPERIENCE:

• Graduate calibre or equivalent preferred
• Knowledge of Credit Card Processing industry extremely helpful
• Previous management experience

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.
All your information will be kept confidential according to EEO guidelines.