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Job DescriptionAssociates 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 Dispute Analysis & Support (DAS) and global clients.
Essential Functions
• 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 DAS 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
o Resolve the claim or counter-challenge the presentment through Visa’s pre-arbitration, pre-compliance, arbitration, or compliance process or
o Pass dispute to DAS Client to decision
• Associates 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 DAS Clients and Network associates as necessary
• Upload cardholder letters in VROL, maintain letter library and make changes as necessary once approved by legal and client
• 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
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.
QualificationsBasic Qualifications
Minimum of 6 months of work experience or a Bachelor’s degree
Preferred Qualifications
5 years of experience working in a merchant acquiring, card issuing, or back office banking environment
• 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
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.