Senior Consultant, Visa Dispute Optimization (VDO)

Visa•Atlanta, GA

10d•Hybrid

About The Position

Visa Dispute Optimization (VDO) is the external facing disputes optimization consulting team within the Client Services group of Visa. The North America VDO Senior Consultant ‘s primary responsibility managing and developing Visa’s dispute consulting program, called Visa Dispute Optimization, in North America, providing global stakeholders in the Disputes Industry with exceptional dispute consultation to improve dispute processing, reduce expenses and assist them with providing superior customer service. Responsibilities: The individual will apply independent judgment in resolving undefined and complex issues and making detailed recommendations to clients on the best approach to their dispute resolution process, calculate return on investment, practices, procedures, and policies This role will also help in making decisions about material development, when changes are needed, assessing quality levels and communicating confidential performance information appropriately with Senior Management. Additionally, the role may coach, review and delegate work to the members of the team to support the continued expansion of the Visa Dispute Optimization program. Specific activities may include: Leverage dispute resolution and significantly complex program management experience to help design, create, roll-out, and deliver the Visa Dispute Optimization program Set direction to proactively review and improve client performance. Partner with the Visa Client and Analytics team to project manage the Visa Dispute Optimization program Partner with senior management and other key stakeholders with input and feedback for global alignment of program deliverables. Lead communications with other Dispute Resolution Management teams to ensure successful change management of Visa Dispute Optimization program, when necessary Collaborate with senior management to help assess and promote training opportunities Proactively identify opportunities and implement recommendations to increase production or efficiency of Visa Dispute Optimization program Contribute to the definition and fulfillment of team and corporate objectives and goals. Provide clients and staff with accurate information and analysis of Visa Rules and ensure Service Levels are met. Provide strategic support to product teams for development of the Visa Dispute Optimization program and identify opportunities for new services. Participate in Global dispute resolution projects, including the management and coordination of any special projects. Assist in identifying and proposing business rule changes that address trends, client needs, new business models, etc. Stay current with industry and market trends to anticipate possible challenges resulting from changing political, social, and economic environments specifically for the assigned region(s). Stay abreast of new products and services, and industry and technology trends to be able to support Visa strategic goals and client initiatives. Provide strategic support to internal stakeholders as required with a view for development of the Visa Dispute Optimization program and opportunities for new dispute services. This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager

Requirements

8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
Extensive experience in the Card or Financial Business with concentration in dispute processing, issuing support, merchant acquiring, back office and banking operations, as well as demonstrated advanced people management skills.
Advanced understanding of transaction processing, including authorization, clearing and settlement, card technologies, including Token, chip/EMV, ATM Services, and industry players including acquirers, issuer, processors, agents, merchants, and cardholders. Extensive knowledge of Visa rules and regulations also required.
Strong judgment and negotiation skills to ensure full customer satisfaction and limit negative processing impacts.
Works independently with limited oversight from manager and have proven abilities in organizational, conceptual, and logical problem solving.
Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
Ability to set priorities and manage customer expectations, and work both as part of a team and independently.
Influence others within and outside of job sub-function regarding practices, procedures, and policies
Proficiency providing technical and consultative support to external customers and identify business needs.
Experience with process documentation and statistical analysis.
Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
Resolve undefined and significantly complex problems
Working knowledge of Microsoft Office, MicroStrategy, Tableau, Power BI, SharePoint, Visio, and Visa Resolve Online a plus.
Extensive travel required.

Nice To Haves

9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
Experience visualizing data with tools like Tableau, advanced Tableau skills an advantage,
Visa experience or knowledge of the payments industry an advantage

Responsibilities

Leverage dispute resolution and significantly complex program management experience to help design, create, roll-out, and deliver the Visa Dispute Optimization program
Set direction to proactively review and improve client performance.
Partner with the Visa Client and Analytics team to project manage the Visa Dispute Optimization program
Partner with senior management and other key stakeholders with input and feedback for global alignment of program deliverables.
Lead communications with other Dispute Resolution Management teams to ensure successful change management of Visa Dispute Optimization program, when necessary
Collaborate with senior management to help assess and promote training opportunities
Proactively identify opportunities and implement recommendations to increase production or efficiency of Visa Dispute Optimization program
Contribute to the definition and fulfillment of team and corporate objectives and goals.
Provide clients and staff with accurate information and analysis of Visa Rules and ensure Service Levels are met.
Provide strategic support to product teams for development of the Visa Dispute Optimization program and identify opportunities for new services.
Participate in Global dispute resolution projects, including the management and coordination of any special projects.
Assist in identifying and proposing business rule changes that address trends, client needs, new business models, etc.
Stay current with industry and market trends to anticipate possible challenges resulting from changing political, social, and economic environments specifically for the assigned region(s).
Stay abreast of new products and services, and industry and technology trends to be able to support Visa strategic goals and client initiatives.
Provide strategic support to internal stakeholders as required with a view for development of the Visa Dispute Optimization program and opportunities for new dispute services.