Dispute Analyst Leads are true subject matter experts in their field and as such, will be a key point of contact and escalation within the department for complex dispute matters, including understanding regulations and Visa Core rules. In addition to understanding all aspects of the dispute resolution management process, Dispute Analysts will support their leadership team by identifying and implementing process improvements, monitoring daily workloads and ensuring that cases are assigned for review based on priority, work type, and available resources in order to maximize resource utilization rates and Client recoveries. Dispute Analysts may be asked to help support projects, client communication (email, chat, phone), or other tasks as assigned to assist with the team. This is an individual contributor role responsible for identifying and resolving issues of moderate complexity. This position is at an intermediate professional level and requires strong execution and analytical abilities. This role works independently and receives minimal guidance.
Essential Functions
Identify opportunities to optimize team performance and counsel staff and support staff (quality assurance, training, documentation) on dispute related matter in order to maximize resource utilization and service delivery quality
Provide subject matter expertise during internal and external projects and engagements
Monitor daily workload and allocate or assign cases based on priority, work type, and available resources
Incubate new services, processes, and new Client case work to ensure that programs are set-up correctly and working as expected
Review and approve high-dollar dispute claims for junior staff members
Facilitate or participate in monthly change control meetings
Analyze claimant transaction history, available online data, and leveraging knowledge of industry fraud trends to determine if claim is valid or fraudulent
Review evidence or case presented and leveraging Network (Visa, MasterCard, Regional Network, etc.) dispute resolution management rules to determine the validity of each claim and its potential for recovery
Assess claimant eligibility for access to affect funds during the dispute recovery process in accordance with US consumer laws if applicable
Utilize Network dispute process to attempt recovery on behalf of Visa DAS Clients, ensuring that disputes are submitted in accordance with Network Operating Regulations, and that all required evidentiary and technical conditions and requirements are met
Dispute Analysts will process all complex dispute types and reason codes
Open tickets and communicate system or settlement issues to leadership or internal partners
Stay current with industry and client trends and maintain a strong knowledge of Visa international Operating Regulations and Regulation E with regard to dispute processing.
Identify and analyze processing problem with customer impacts, communicates ongoing situation status to processing teams
Communicate via email and phone to Visa DAS Clients and Network associates as necessary
Potential domestic and international travel may be required
Work in a matrixed environment
Work off business hours as required
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.
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.
