Sr. Dispute Support

Senior Dispute Support are responsible for facilitating the research and resolution of simple dispute claims and over time and through on-the-job experience, acquiring the skills and knowledge required to manage more complex dispute related work. The position is responsible for processing basic disputes for Prepaid, Debit or Regionals on behalf of Dispute and Support Operations (DSO) clients.  Working primarily fraud cases, they will learn systems and dispute processes.

Essential Functions

• 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
• Utilize Network dispute process to attempt recovery on behalf of Visa DSO 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 DSO Client to decision
• 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
• Submissions without approval are capped at $1,000/$2,500 per claim at the representative level
• Incumbent must make themselves available during core business hours
• 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.

Basic Qualifications

• Must have a High School diploma or equivalent or relevant work experience

Preferred Qualifications

• 2 or more years of work experience
• Degree not required
• 3 years of experience working in banking or a merchant acquiring, card issuing, or back office banking environment
• Experience in a dispute resolution management or loss recovery role, although this is not a requirement
• 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
• Good verbal, written, and interpersonal communication skills are required
• Proficient knowledge of Microsoft Office, specifically Excel
• A fundamental knowledge of the payment processing industry

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 47,800.00 to 57,000.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.