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

Dispute Associates specialize in responding to and resolving external or internal customer or client issues. The role involves investigating, analyzing, and solving transaction, billing, technical, and contract issues, requiring knowledge of Visa’s products and services. Associates may interact with customers or clients through multiple contact channels, including phone, email, chat, and social media.

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

• Facilitate the research and resolution of complex dispute claims, balancing timeframes with a high degree of accuracy.
• Work dispute cases on behalf of Dispute Analysis & Support (DAS) and global clients, including simple fraud, complex, and ecommerce cases.
• Collaborate and make decisions on cases according to client matrix and Visa Dispute Rules and Regulations within compliance timeframes.
• Process disputes for Prepaid, Debit, or Regional Network for all dispute reasons.
• Review cases from other associates, assist with reporting, and upload letters to VROL.
• Maintain a high level of understanding of all systems, processes, and procedures to support projects, questions, and training as necessary.
• Analyze claimant transaction history and available online data, leveraging knowledge of industry fraud trends to determine claim validity.
• Review evidence and apply Network (Visa, MasterCard, Regional Network, etc.) dispute resolution management rules to assess claim validity and recovery potential.
• Assess claimant eligibility for access to affected funds during the dispute recovery process in accordance with applicable consumer laws.
• Utilize Network dispute process to attempt recovery on behalf of Visa DAS Clients, ensuring compliance with Network Operating Regulations and evidentiary requirements.
• Communicate via email and phone with Visa DAS Clients and Network associates as necessary.
• Maintain letter library and make changes as necessary once approved by legal and client.
• Open tickets and communicate system or settlement issues to leadership or internal partners.
• Work off business hours as required.
  
  

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

• Associate: Minimum of 6 months of work experience or a Bachelor's Degree
  
  

Preferred Qualifications

• Associate: 2 or more years of work experience
• Minimum of 6 months of work experience or a Bachelor's Degree.
• Experience in dispute resolution management or loss recovery roles.
• Experience in analyzing transaction histories and fraud trends.
• Experience in reviewing evidence and applying dispute resolution rules.
• Experience in maintaining and updating case documentation and reporting.
• Experience in communicating with clients and internal stakeholders.
• Experience in using claims management systems and tools.
• Experience in balancing incoming and outgoing disputes with settlement and financial ledgers.
• Experience in supporting projects, training, and process improvements.
• Experience in working off business hours as required.
• Experience in merchant acquiring, card issuing, or back office banking environments.
• Experience in detailed knowledge of Visa’s International Operating Regulations, industry trends, and best practices or Network Operating Regulations.
• Experience in detailed knowledge of US Federal Regulations E and Z.
• Experience in making sound decisions based on available evidence and achieving high quality operational results.
• Experience in Microsoft Office, specifically Excel.
  
  

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.