Dispute Representative

  • Pasay, Metro Manila, Philippines
  • Full-time

Company Description

Visa Inc. is a global payments technology company that connects consumers, businesses, financial institutions and governments in more than 200 countries and territories, enabling them to use digital currency instead of cash and checks. 

Visa does not issue cards, extend credit or set rates and fees for consumers. Visa’s innovations enable its bank customers to offer consumers choices: Pay now with debit, ahead of time with prepaid or later with credit products. From the world’s major cities to remote areas without banks, people are increasingly relying on digital currency along with mobile technology to use their money anytime, make purchases online, transfer funds and access basic financial services. All of which makes their lives easier and helps grow economies.

Behind the Visa brand are our talented employees who continuously raise the bar with innovative solutions and products that deliver the convenience and security of digital currency to more people all over the world.

Client Support Services (CSS) provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to supporting client implementation of Visa products and services globally, CSS is also responsible for a host of critical services that support the broader Visa organization and clients, including: Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS, CyberSource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

  • Visa.com www.visa.com/diversity  

  • Instagram: www.instagram.com/lifeatvisa 

  • LinkedIn: https://www.linkedin.com/company/visa

  • @VisaNews Twitter: www.twitter.com/visanews Tumblr: visacorporate.tumblr.com

  • YouTube:

    • Technology and Innovation at Visa

Job Description

Dispute Representatives are responsible for daily reviews of email boxes and queues, working in several different systems to manage workload and support the Dispute Analysts.  The position handles the high volume, repetitive tasks that allows the analysts to focus on cases that are more complex.  Over time and through on-the-job experience, the Representative can acquire the skills and knowledge required to manage more complex dispute related work.  Dispute Representatives collaborate with several groups internally within Visa.


Basic Qualifications

  • Must have a High School diploma or equivalent

Preferred Qualifications

  • 1 year of experience working in banking or a merchant acquiring, card issuing, or back office banking environment

  • Highly organized, able to work in various systems and manage competing deadlines

  • Ability to maintain high quality work while completing monotonous tasks

  • A proven track record of managing both short and long-term goals, and achieving high quality operational results

  • Attention to detail

  • Qualified individuals will possess the initiative and judgement to ensure customer expectations and service levels are exceeded

  • Good verbal, written, and interpersonal communication skills are required

  • Working knowledge of Microsoft Office

Essential Functions

  • Review, respond, forward and manage the dispute group email boxes

    • Ensure questions are responded to according to procedures and within the expected timeframe

  • Process dispute cancelations, respond to case status updates, and review reconciliation requests from clients

  • Follow up with any issues with various departments within Visa

  • Forward escalations to leads and appropriate

  • Work queues via MasterCom. Check daily for case filings and file cases

  • Review and forward faxed documentation from Rightfax to the appropriate analyst so they can work the case within timeframes

    • Create cases for all new disputes received

  • Process all incoming mail and returned mail correspondence

    • Create cases for all new disputes received

  • Monitor mailroom drive for any correspondence that needs attention

  • Process closing duplicate cases that are created in error

  • Work referrals by denying or responding to according to procedures for select clients

  • Process under business minimum disputes according to procedures

  • Maintain a no representment queue during peak season to assist analysts with volumes

  • Work off business hours as required to support the global team

Additional Information

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, reach with hands and arms, and bend or lift up to 25 pounds.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

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