Dispute Support representatives are responsible for daily reviews of email boxes and queues, working in several different systems to manage workload and support the Dispute team members. The position handles the high volume, repetitive tasks that allows the team members to focus on cases that are more complex. Over time and through on-the-job experience, you can acquire the skills and knowledge required to manage more complex dispute related work. Dispute Support representatives collaborate with several groups internally within Visa.
Essential Functions
- Review, respond, forward and manage the dispute group email boxes
o 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 team member so they can work the case within timeframes
o Create cases for all new disputes received
- Process all incoming mail and returned mail correspondence
o 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 team members with volumes
- Work off business hours as required to support the global team
This is an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location.
