Senior Dispute Consultant

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Company Description

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.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

Visa Dispute Optimization (VDO) is the external facing disputes optimization consulting team within the Client Services group of Visa. The EU and CEMEA VDO Senior Consultant's primary responsibility is managing and developing Visa's dispute consulting program, called Visa Dispute Optimization, in Europe and CEMEA, providing global stakeholders in the Disputes Industry with exceptional dispute consultation to improve dispute processing, reduce expenses and assist them with providing superior customer service.

You will apply independent judgment in resolving undefined and complex issues and making detailed recommendations to clients on the best approach to their dispute resolution process, calculate return on investment, practices, procedures, and policies.

This role will also help in making decisions about material development, when changes are needed, assessing quality levels and communicating confidential performance information appropriately with Senior Management.

Additionally, the role may coach, review and delegate work to the members of the team to support the continued expansion of the Visa Dispute Optimization program.

Specific activities may include

• Leverage dispute resolution and significantly complex program management experience to help design, create, roll-out, and deliver the Visa Dispute Optimization program.
• Set direction to proactively review and improve client performance.
• Partner with the Visa Client and Analytics team to project manage the Visa Dispute Optimization program.
• Partner with senior management and other key stakeholders with input and feedback for global alignment of program deliverables.
• Lead communications with other Dispute Resolution Management teams to ensure successful change management of Visa Dispute Optimization program, when necessary.
• Collaborate with senior management to help assess and promote training opportunities.
• Proactively identify opportunities and implement recommendations to increase production or efficiency of Visa Dispute Optimization program.
• Contribute to the definition and fulfillment of team and corporate objectives and goals.
• Provide clients and staff with accurate information and analysis of Visa Rules and ensure Service Levels are met.
• Provide strategic support to product teams for the development of the Visa Dispute Optimization program and identify opportunities for new services.
• Participate in Global dispute resolution projects, including the management and coordination of any special projects.
• Assist in identifying and proposing business rule changes that address trends, client needs, new business models, etc.
• Stay current with industry and market trends to anticipate possible challenges resulting from changing political, social, and economic environments specifically for the assigned region(s).
• Stay abreast of new products and services, and industry and technology trends to be able to support Visa strategic goals and client initiatives.
• Provide strategic support to internal stakeholders as required with a view for development of the Visa Dispute Optimization program and opportunities for new dispute services.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

• Extensive experience in the Card or Financial Business with concentration in dispute processing, issuing support, merchant acquiring, back office and banking operations, as well as demonstrated advanced people management skills.
• Advanced understanding of transaction processing, including authorization, clearing and settlement, card technologies, including Token, chip/EMV, ATM Services, and industry players including acquirers, issuers, processors, agents, merchants, and cardholders. Extensive knowledge of Visa rules and regulations is also required.
• Strong judgment and negotiation skills to ensure full customer satisfaction and limit negative processing impacts.
• Works independently with limited oversight from manager and has 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.
• Influence others within and outside of job sub-function regarding practices, procedures, and policies.
• Proficiency providing technical and consultative support to external customers and identify business needs.
• Experience with process documentation and statistical analysis.
• Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
• Resolve undefined and significantly complex problems.
• Working knowledge of Microsoft Office, MicroStrategy, Tableau, Power BI, SharePoint, Visio, and Visa Resolve Online is a plus.
• Extensive travel required.
• Experience visualizing data with tools like Tableau, advanced Tableau skills an advantage.
• Visa experience or knowledge of the payments industry is an advantage.

Additional Information

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.