Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.
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Job DescriptionAssess and respond to requests for support and information, and operational issues for Visa’s Global Dispute clients in a 24x7 support model.Process client inquiries using case management tool, email, live chat and/or voice support service.Efficiently work several case types such as but not limited to New, Pending, Follow-ups & Email activities for both fraud and non-fraud case types for all line of business services.Collaborate and/or liaise with Visa internal groups to meet clients' needs aligned with the organization's Case Management procedure while delivering world class client experience. Maintain conformity of documented process and procedures aligned to meet standard risk and compliance policies.Identify key process improvements and client training/retraining opportunities based on inquiry trends and any operational pain-points.Provide expanded support to drive improved learning through training sessions and mentoring to new hires and peers.Participate in periodic meetings with regional counterparts to up-scale knowledge hand-off and sustain alignment between groups.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
Qualifications• Bachelor’s degree with a 3-5 year’s work experience in payment industry field.
• Have a good understanding and working knowledge of Disputes case management and processing, including Visa Core Rules and US Federal Regulations E and Z.
• Solid background on case management tool, email, live chat, and voice support.
• Comprehensive understanding and experience in Visa Tools such as VROL, Microsoft Dynamics, and/or other Disputes Processing CRM tools.
• Good technical and troubleshooting skills using Windows and Mainframe.
• Excellent time management, organization, and planning skills are essential.
• Able to set priorities, influence others, and manage customer expectations.
• Demonstrated success in customer relationship management.
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to prioritize and multi-task under deadlines.
• Excellent verbal, written, and interpersonal skills are required. Mastery of the English language required.
• Flexibility in work schedule for 24x7 support operations.
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.