The Dispute & Support Operations Team Lead will lead a team of Dispute and Support Operations (DSO) Analysts of different levels, completing dispute work on behalf of DPS and VDMS clients. They are subject matter experts in their field and as such will be a point of contact and escalation within the department for complex dispute matters. Candidate will establish processes for efficient completion of Prepaid, Debit, and Regionals disputes in order to maximize resource utilization rates and Client recoveries.
Essential Functions
- Oversight and development of a team of analysts, coaching and mentoring team to maximize performance
- Manage methods of delivery through the optimization of established workflows, ensuring that all cases are worked within set timeframes and in accordance with local, federal, and Visa regulations
- Monitor the daily workload and allocate or assign cases based on priority, work type, and available resources
- Strengthen relationships with key Clients and internal business partners including Global Arbitration and Compliance, Processing Sales, Client Support, and various Product organizations
- Follow established operating guidelines for the delivery of support and standards of performance
- Provide escalation support for complex internal and external dispute related issues
- Provide information and direction to external and internal clients regarding Visa, Plus, and Interlink operating rules and regulations as it applies to disputes, re-presentments, pre-arbitration, pre-compliance, and case filing
- Provide career advancement opportunities (when applicable), timely coaching and performance evaluations and management when necessary
- Open tickets and communicate system or settlement issues to leadership or internal partners
- Communicate via email and phone to Visa DPS Clients and Network associates as necessary
- Work in a matrixed environment
- Potential domestic and international travel may be required
- Work off business hours as required
- A proven track record for identifying and proactively sharing dispute processes that maximize productivity and efficiency
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.
