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 Consultant does at Visa:
The Dispute Consultant is an experienced contributor who adjudicates all arbitration cases, including complex dispute conditions and compliance cases. This role requires advanced knowledge of Visa rules and industry standards. Dispute Consultants serve as a technical resource for the team, supporting the integrity of the payment system through informed decision-making, trend analysis, and the development of best practices. They operate with a high degree of independence and play a key part in strengthening team expertise and organizational effectiveness.
Core Responsibilities
Case Review & Compliance
- Adjudicate complex all arbitration and compliance cases, including complex scenarios, ensuring decisions are precise, well-supported, and fully compliant with Visa rules.
- Manage both regional and global case types, applying advanced expertise to resolve nuanced scenarios.
- Provide experienced support for arbitration-loss reviews and preparation of supporting materials.
- Maintain high accuracy and address audit findings promptly to prevent recurring issues.
Training & Knowledge Sharing
- Partner with training teams to develop and deliver advanced dispute-resolution education.
- Design and maintain training manuals, reference guides, and knowledge articles.
- Contribute subject-matter expertise to internal and industry publications.
- Ensure all training and reference materials are accurate and up to date.
Team & Stakeholder Support
- Provide in-depth analysis and interpretation of dispute regulations and performance metrics to internal teams.
- Support product, operations, and risk teams with research, insights, and coordination for specialized initiatives.
- 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.
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.
- Stay current on industry, regulatory, and technology developments to inform team planning.
- Contributes to the development and execution of team and organizational objectives using data-driven insights.
Role Evolution
- Designated to partner with Visa University to update client training modules and certification materials as well as provide client facing training based on experience, proven performance and managerial assignment.
- Entrusted with backup monitoring of the Global Arbitration inbox (GAC)and responding to internal and external client inquiries, a responsibility delegated based on demonstrated expertise and consistent performance beyond role expectations to ensure uninterrupted business continuity.
- 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.
Qualifications
What you will need:
- Minimum 8+ years of experience in the financial services or payment card industry.
- 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:
- Willingness to travel as required
- 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.