Dispute Analyst

About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

Team Summary:

Global Arbitration works with issuers, acquirers, processors and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back-office support and customer performance reporting. Services include the Rules, Standards and Disputes function which is comprised of several business units that support the structural foundation of the Visa Payments network. Services, including Rules management, Dispute adjudication, Contract management, Client training and publications, and Performance metrics and analytics, are provided to clients to ensure the safety, security and integrity of the payment system and to support Visa clients in the development of their electronic payments business.

Visa's dispute resolution process provides a framework to correct errors and resolve transaction disputes arising from violations of the Visa Rules. In arbitration, Visa reviews all information and documentation involved and decides which party is financially liable for the disputed transaction.

What a Dispute Analyst does at Visa:

The Dispute Analyst is an experienced contributor who adjudicates select arbitration cases. This role requires good knowledge of Visa rules and industry standards. Through careful case management, collaboration, and ongoing learning, Dispute Analysts play a key role in supporting team goals and developing expertise for broader responsibilities.

Core Responsibilities:

Case Review & Compliance:

• Adjudicate select arbitration cases, ensuring decisions are precise, well-supported, and fully compliant with Visa rules.
• Apply sound judgement and attention to detail to maintain accuracy and productivity
• Maintain high accuracy and address audit findings promptly to prevent recurring issues.

Training & Knowledge:

• Contribute to training manuals, reference guides, and knowledge articles.
• Review and interpret Visa Rules and related materials regularly
• Gather and analyze data to inform case decisions and identify opportunities for process improvement.

Team & Stakeholder Support:

• Share in-depth analysis and interpretation of dispute regulations and performance metrics to internal teams.
• Support the team’s ability to manage large and sophisticated workload effectively.
• Serve as a backup for key team responsibilities when other team members are absent.
• Engage in coaching and learning opportunities to expand professional knowledge and skills. 

Process Improvement & Strategic Initiatives:

• Identify and recommend updates to business rules based on trends and evolving needs.
• Evaluate operations to spot efficiencies and present recommendations for workflow improvements.
• Contributes to the development and execution of team and organizational objectives.
• Identify and recommend ways to enhance efficiency and effectiveness in daily work. 

Role Evolution:

• Assigned to be primary point of contact for new or existing employees, offering mentorship, guidance and acting as a designated resource for their development. This responsibility is delegated based on consistent demonstration of leadership skills—such as effective communication, coaching ability, and sound judgment—reflecting management confidence in their capability to guide others.

Visa  requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

What you will need:

• 3 to 5 years’ experience in the card or financial business with concentration in issuing support, merchant acquiring, back office, and banking operations with focus on dispute resolution.
• Detailed understanding of transaction processing, including authorization, clearing and settlement, and industry players including acquirers, issuer, processors, agents, merchants and cardholders.
• Strong judgment and negotiation skills to ensure full customer satisfaction and limit negative processing impacts.
• Must be a self-starter with 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.
• Proficiency providing technical, data analysis and consultative support to external customers and identify business needs.
• Excellent verbal, written, presentation and interpersonal skills are required.

What will also help:

• Ability to work effectively under pressure and manage competing priorities
• Strong attention to detail
• Ability to work collaboratively in a team-oriented environment
• Results-oriented and self-motivated
• Adaptable and able to navigate change effectively
• Working knowledge of Microsoft Office tools and Visa Resolve Online
• Ability to leverage AI tools to enhance productivity and proactively identify opportunities for process improvement and automation

Visa is an EEO Employer

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.