Senior Dispute Consultant
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
Visa Dispute Optimization (VDO) is the external facing disputes consulting team within Visa Client Services. The North America VDO Senior Consultant is responsible for managing and advancing Visa’s dispute consulting program, delivering high impact solutions that improve client performance, reduce costs, and enhance the end customer experience.
This role is grounded in a growth mindset, with a strong focus on continuous learning, expanding expertise, and driving measurable value for both clients and the broader team. The ideal candidate is curious, collaborative, and committed to elevating outcomes through data driven insights, innovation, and strong partnerships.
Responsibilities:
Apply independent judgment to solve complex and undefined challenges, delivering strategic recommendations that improve client dispute processes and clearly articulate return on investment
Continuously build expertise in dispute operations, analytics, and industry trends, bringing forward new ideas and best practices that strengthen both team capabilities and client outcomes
Design, develop, and deliver components of the Visa Dispute Optimization program, ensuring solutions are scalable, actionable, and aligned to client needs
Proactively identify opportunities to improve client performance across cost reduction, operational efficiency, and customer experience
Partner closely with Client Services, Global Go To Market Services (GTMS), Visa Consulting and Analytics (VCA), Product, and Sales teams to deliver integrated solutions and maximize value
Lead and influence cross functional stakeholders to align on program delivery, priorities, and outcomes
Support and contribute to team development by sharing knowledge, coaching peers, and fostering a culture of continuous learning and collaboration
Engage directly with clients to deliver insights, build trusted relationships, and ensure solutions translate into meaningful business impact
Contribute to the creation and enhancement of program materials, ensuring quality, consistency, and alignment with evolving client needs
Identify opportunities to expand services and support product innovation based on client feedback and market trends
Support global initiatives and projects to drive consistency, scalability, and alignment across regions
Stay current on industry, regulatory, and technology trends to anticipate challenges and proactively position solutions
Carry out additional responsibilities as assigned to meet evolving business priorities.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Qualifications
Basic Qualifications:
- 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
Preferred Qualifications:
- 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
- Extensive experience in the card or financial services industry, with strong expertise in dispute processing, issuing support, merchant acquiring, and back office and banking operations, along with advanced people management skills
Advanced understanding of transaction processing including authorization, clearing, and settlement, as well as card technologies such as tokenization and EMV
Strong knowledge of the payments ecosystem including issuers, acquirers, processors, agents, merchants, and cardholders, along with extensive knowledge of Visa rules and regulations
Strong judgment and negotiation skills, with the ability to drive positive client outcomes while minimizing operational risk
Demonstrated ability to work independently with limited oversight, applying strong organizational, conceptual, and problem solving skills
Proven customer focus with the ability to build strong, productive relationships across all levels of the organization and with external clients
Ability to prioritize effectively, manage expectations, and operate both independently and within a collaborative team environment
Proven ability to influence stakeholders across functions on practices, procedures, and policies
Experience providing technical and consultative support to external clients and identifying business needs
Experience with process documentation and statistical analysis to support data driven decision making
Demonstrated ability to navigate complex organizations and deliver solutions that meet both business and client needs
Experience resolving highly complex and ambiguous problems with structured thinking and strong execution
Working knowledge of Microsoft Office, MicroStrategy, Tableau, Power BI, SharePoint, Visio, and Visa Resolve Online
Strong data visualization skills, with advanced Tableau experience preferred
Willingness to travel as required
Visa experience or broader payments industry experience is a strong advantage
Information for US Applicants
Work Hours
Varies upon the needs of the department.
Travel Requirements
This position requires travel 5-10% of the time.
Mental/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.
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 protect veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with the EEOC guidelines and applicable local law.