Disputes Trainer, Client Care

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

The position is responsible for developing and delivering learning in support of Visa DPS products and services for Dispute and Support Operations (DSO) Dispute Analysts.  Responsibilities include developing business-relevant curriculum, attaining appropriate level of expertise on assigned topics, delivering information effectively, and ensuring all established goals and objectives related to training and development are completed successfully. The trainer will work with the DSO technical writer(s) to update and maintain all training documentation.  They will also create training videos or short stories.  This person will work closely with the trainer(s) in other DSO sites to ensure consistent delivery and processing according to procedures.  Trainer is responsible for all training document creation and review to ensure alignment within sites, service lines, teams and procedures.  Trainer will partner with Quality Assurance, DSO leaders and managers, DSO Technical writer(s), and Visa Training team in order to provide up to date, relevant and engaging training to the team.

Essential Functions

• Identify opportunities to optimize team performance and counsel staff and support staff (quality assurance, training, documentation) on dispute related matter in order to maximize resource utilization and service delivery quality

• Stay current with DSO, Visa, and client business objectives by building effective relationships with product, sales and account teams, as well as DSO leadership

• Partner with other DSO and Visa Trainer(s) to develop skills and material

• Participate in and promote a DSO training assessment and feedback process

• Identify on an ongoing basis potential course or knowledge gaps and /or needs and coordinate with DSO leadership on scheduling as appropriate

• Work with functional groups to plan and develop curriculum per assigned schedule

• Ensure course material accurately reflects and supports the business and strategic objectives of DSO, Visa DPS and its clients

• Update course materials according to schedule, or more frequently as needed

• Stay abreast of latest training and course development practices to ensure training delivery is engaging and effective

• Ensure all course materials are prepared and delivered in a timely manner prior to event

• Conduct training programs according to schedule

• Administer online training as necessary for international team, ensuring engagement and successful transfer of knowledge

• Work with DSO Technical Writer(s) to ensure policies and procedures are accurate and up to date

• Be thoroughly acquainted with DSO Procedures, Quick Reference Guides and Job Aid templates

• Other requirements as assigned

• Domestic and international travel required (20-35%), with short term (2 week to 1 month) stays at off site locations

• Work off business hours as required to meet with subject matter experts in order to ensure that specialized topics are appropriately addressed and discussed

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications

• A minimum of 3 years’ experience working in a merchant acquiring, card issuing, or back office banking environment, and a minimum of 2 years of experience in a dispute resolution management or loss recovery role with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
• Experience in training and course development, preferably within the financial services industry
• Knowledge in effectively facilitating live and virtual training programs of various attendance levels

Preferred Qualifications

• Ability to learn new technical applications quickly and in-depth
• Ability to translate complex topics into clear and concise steps
• Comprehensive knowledge of Visa’s International Operating Regulations
• Comprehensive knowledge of US Federal Regulations E and Z
• Experience with Visa DPS Prepaid and Debit products and Visa VROL, PAS/PAT applications
• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving
• Proven ability to service and support a range of internal and external customers, while maintaining client/stakeholder confidentiality, often in parallel and within a shifting set of priorities
• A proven track record for making sound decisions based on available evidence, managing both short and long-term goals, and achieving high quality operational results
• Ability to make independent decisions guided by department policies and procedures
• Customer focus with proven ability to establish productive working relationships
• Proven ability to work independently as well as across multiple departments and international locations
• Exceptional verbal, written and interpersonal communication skills are required
• Good listening and consultative skills a must
• Proficiency in Microsoft Office products including Word, PowerPoint, Excel, Outlook and One Note

Additional Information

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.