Sr. Client Care Ops Support

Job description

About Us Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you. Job Description Job Summary Specializes in responding, resolving, and supporting external or internal customer or client issues. Investigates, analyzes, and solves transaction, billing, technical, and/or contract issues. Requires knowledge of the firm’s products and services. May use multiple contact channels with customer or client (phone, email, chat, social media). Employees in this job family are on the bonus plan of Call Center Plan (QIP). All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g. ChatGPT, Microsoft Copilot) to support everyday work. Key Responsibilities Execute a range of client support and back-office tasks related to Disputes, following established policies and procedures. Manage various dispute-related mailboxes. Address client inquiries and complaints, providing appropriate solutions. Assist with client onboarding, decommissioning, and post-onboarding tasks. Handle procedure documentation, updates, and communication. Manage internal audit reports to ensure accuracy in dispute resolution processes. Collaborate with different lines of business as required. Support the Dispute Processing, Flex, and Intake teams with additional dispute-related tasks as needed. Facilitate the research and resolution of simple dispute claims and, over time, acquire the skills and knowledge required to manage more complex dispute-related work. Process basic disputes for Prepaid, Debit, or Regionals on behalf of Dispute and Support Operations (DSO) clients. Review evidence or case presented and leverage 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 for 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. Qualifications Basic Qualifications Must have a High School diploma or equivalent or relevant work experience. Experience in executing client support and back-office tasks related to disputes. Experience in managing dispute-related mailboxes and addressing client inquiries. Experience in assisting with client onboarding, decommissioning, and post-onboarding tasks. Experience in handling procedure documentation, updates, and communication. Experience in managing internal audit reports for dispute resolution processes. Experience in collaborating with different lines of business. Experience in supporting dispute processing teams with additional tasks. Experience in processing basic disputes for Prepaid, Debit, or Regionals. Experience in reviewing evidence and leveraging dispute resolution management rules. Preferred Qualifications 2 or more years of work experience. Experience working in banking, 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. Experience in making sound decisions based on available evidence, managing both short and long-term goals, and achieving high quality operational results. Experience in ensuring customer expectations and service levels are exceeded. 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.