Dispute Consultant (Manager level)

Job Description

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

Team Summary

Global Client Services works with issuers, acquirers, processors and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back office support and customer performance reporting. CS includes the Rules, Standards and Disputes function which is comprised of several business units that support the structural foundation of the Visa Payments network. Services, including Rules management, Dispute adjudication, Contract management, Client training and publications, and Performance metrics and analytics, are provided to clients to ensure the safety, security and integrity of the payment system and to support Visa clients in the development of their electronic payments business.

Visa's dispute resolution process provides a framework to correct errors and resolve transaction disputes arising from violations of the Visa Rules. In arbitration, Visa reviews all information and documentation involved and decides which party is financially liable for the disputed transaction.

What a Dispute Consultant does at Visa:

As part of the Dispute Resolution Management organization, the Dispute Consultant will help to deliver fair and clear adjudication for our clients.

Key responsibilities include the following:

• Adjudicate on both regional and global arbitration and compliance cases.
• Provide clients and Visa staff with accurate information and analysis of dispute resolution regulations and ensure service levels are met.
• Provide clients and Visa staff with accurate analysis of dispute resolution performance metrics and data, when required.
• Provide support to product/risk teams and/or manage and coordinate special projects as needed.
• Contribute to the definition and fulfillment of team and corporate objectives and goals.
• Participate in global committees and working groups.
• Stay current with industry and market trends to anticipate possible challenges resulting from changing political, social and economic environments.
• Stay abreast of new products and services, and industry and technology trends to be able to support Visa strategic goals and client initiatives.
• Assist in client training as needed, acting as the subject matter expert in presentation material preparation as well as attending regional global meetings as needed.

Why this is important to Visa

The Visa dispute resolution framework is designed to incentivise and facilitate the fair resolution of disputed transactions to the benefit of all stakeholders and underpins the work of developing and promoting new and globally interoperable payment innovations, including promoting the security of the payments eco-system, as well as upholding and encouraging compliance with the appropriate industry standards. It forms part of Visa’s incentive to implementation and use of new and existing technologies, provide greater protection against any disputed transactions and the associated financial liability for these disputed transactions.

Dispute Resolution Management function provides clients fair adjudication and accurate interpretation of the Visa Dispute Resolution Rules and uphold the integrity of the Visa dispute resolution framework by ensuring the framework, tools and process are reinforced with streamlined and enhanced dispute rules.

Projects you will be a part of:

As part of the team, you will get opportunity to work on strategically important projects for clients and Visa.

• Assist in identifying and proposing business rule changes that address regional and global trends, client needs, new business models, etc.

• Design, create and maintain dispute resolution documentation (e.g. training manuals, guides, Visa Business News articles, etc.) for internal and client use, 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 two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

Qualifications

What you will need:
• Requires a minimum of 8+ years’ experience in financial services or payment card industry.
• 3 to 5 years’ experience in the card or financial business with concentration in issuing support, merchant acquiring, back office, and banking operations with focus on dispute resolution.
• Detailed understanding of transaction processing, including authorization, clearing and settlement, and industry players including acquirers, issuer, processors, agents, merchants and cardholders.
• Strong judgment and negotiation skills to ensure full customer satisfaction and limit negative processing impacts.
• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.
• Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
• Ability to set priorities and manage customer expectations, and work both as part of a team and independently.
• Proficiency providing technical, data analysis and consultative support to external customers and identify business needs.
• Excellent verbal, written, presentation and interpersonal skills are required.
What will also help:
• Some travel may be required
• Ability to work under pressure
• Attention to detail
• Ability to work in a team environment (people oriented/team player)
• Results-oriented/self-motivated
• Ability to handle change
• Working knowledge of Microsoft Office tools and Visa Resolve Online

Additional Information

Visa has adopted a Covid-19 vaccination policy. As a condition of employment, all employees based in the Philippines who are required to work on-site are required to be fully vaccinated for Covid-19, unless a reasonable accommodation is approved or is as otherwise required by law. I'm interested I'm interested Privacy Policy Cookies Settings