- Assess and respond to requests for support and information, and operational issues for Visa’s Global Dispute clients in a 24x7 support model.
- Process client inquiries using case management tool, email, live chat and/or voice support service.
- Efficiently work several case types such as but not limited to New, Pending, Follow-ups & Email activities for both fraud and non-fraud case types for all line of business services.
- Collaborate and/or liaise with Visa internal groups to meet clients' needs aligned with the organization's Case Management procedure while delivering world class client experience.
- Maintain conformity of documented process and procedures aligned to meet standard risk and compliance policies.
- Identify key process improvements and client training/retraining opportunities based on inquiry trends and any operational pain-points.
- Provide expanded support to drive improved learning through training sessions and mentoring to new hires and peers.
- Participate in periodic meetings with regional counterparts to up-scale knowledge hand-off and sustain alignment between groups.
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.
