Analysts are responsible for facilitating the research and resolution of complex dispute claims, balancing the timeframes with a high degree of accuracy. They work dispute cases on behalf of Global Dispute Processing and global clients.
RESPONSIBILITIES:
Associate Analysts work all dispute cases (simple fraud, complex and ecommerce), including more complex or higher dollar cases. They must collaborate and decision cases according to our client matrix and Visa Dispute Rules and Regulations within compliance timeframes. Associate Analysts may work Prepaid, Debit, or Regional Network for all dispute reasons. Other responsibilities may include reviewing cases from other analysts, assisting with reporting and uploading letters to VROL. Maintain a high level of understanding of all systems, processes, and procedures to help with projects, questions, and training as necessary.
Essential Functions
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 affected 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 Global Disputes Clients, ensuring that disputes are submitted in accordance with Network Operating Regulations, and that all required evidentiary and technical conditions and requirements are met
When disputes are challenged by the opposing party via a representment, collaborate with senior staff to review the new evidence to assess its validity and
Resolve the claim or counter-challenge the presentment through Visa’s pre-arbitration, pre-compliance, arbitration, or compliance process or
Pass dispute to Global Disputes Client to decision
Analysts will process all complex dispute types and reason codes
Work and balance Incoming/Outgoing disputes with Visa DPS settlement and Network financial general ledger (Regional only)
Communicate via email and phone to Visa Global Disputes Clients and Network associates as necessary
Upload cardholder letters in VROL, maintain letter library and make changes as necessary once approved by legal and client
Maintain a high degree of knowledge on all Claims Management products
Open tickets and communicate system or settlement issues to leadership or internal partners
Work off business hours as required
