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.

Global Client Services CS 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 Value-Added Services function which is comprised of several business units that support the structural foundation of the Visa Payments network.  Services, including DPS Client Services, CyberSource Client Services, Dispute Resolution, Client Contract Management, and Platform Operations, 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.

Job Scope

This is an individual contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions. This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.

Responsibilities

• Adjudicate on both regional and global Arbitration and Compliance cases.
• Ensure there are zero losses as a result of an Arbitration case error
• Ensure any Audit findings are resolved quickly and are not repeated
• 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.
• Assist in identifying and proposing business rule changes that address regional and global trends, client needs, new business models, etc.
• Proactively identify operational opportunities and submit recommendations to manager to increase production or efficiency.
• Design, create and maintain Dispute Resolution documentation e.g., Training manuals, guides, Visa Business News articles, etc. for internal and client use, as required.
• Contribute to the definition and fulfillment of team and corporate objectives and goals.
• 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.
• Participate in global committees and working groups.
• 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

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:

• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD).

Preferred Qualifications:

• 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD).
• 3+ years’ experience in financial services or payment card industry.
• Extensive 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.
• Working knowledge of Microsoft Office. SharePoint and Visio a plus.
• Working knowledge of Visa Resolve Online a plus
• Excellent verbal, written, presentation and interpersonal skills are required.
• Bilingual a plus.

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 78,700.00 to 100,300.00 USD, 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.