Disputes Analyst


Job Description

What will be your responsibilities?

  • 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

  • Provide subject matter expertise during internal and external projects and engagements

  •  Monitor daily workload and allocate or assign cases based on priority, work type, and available resources

  • Incubate new services, processes, and new Client case work to ensure that programs are set-up correctly and working as expected

  • Review and approve high-dollar dispute claims for junior staff members

  •  Facilitate or participate in monthly change control meetings

  •  Analyze claimant transaction history, available online data, and leveraging knowledge of industry fraud trends to determine if claim is valid or fraudulent

  • Review evidence or case presented and leveraging Network (Visa, MasterCard, Regional Network, etc.) dispute resolution management rules to determine the validity of each claim and its potential for recovery

  • Assess claimant eligibility for access to affect funds during the dispute recovery process in accordance with US consumer laws if applicable

  • Utilize Network dispute process to attempt recovery on behalf of Visa DAS Clients, ensuring that disputes are submitted in accordance with Network Operating Regulations, and that all required evidentiary and technical conditions and requirements are met

  •  Dispute Analysts will process all complex dispute types and reason codes

  • Open tickets and communicate system or settlement issues to leadership or internal partners

  •  Stay current with industry and client trends and maintain a strong knowledge of Visa international Operating Regulations and Regulation E with regard to dispute processing.

  • Identify and analyze processing problem with customer impacts, communicates ongoing situation status to processing teams

  • Communicate via email and phone to Visa DAS Clients and Network associates as necessary

  • Potential domestic and international travel may be required

  • Work in a matrixed environment


  •  2 years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

  • Requires a minimum of 5 years’ experience working in a merchant acquiring, card issuing, or back office banking environment, and a minimum of 4 years of experience in a dispute resolution management or loss recovery role

  • Comprehensive knowledge of Visa’s International Operating Regulations

  • Comprehensive knowledge of US Federal Regulations E and Z

  • 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 set priorities and manage department expectations, and work both as part of a team and independently

  • Exceptional Verbal, Written And Interpersonal Skills Are Required

  • Exceptional knowledge of Microsoft Office, specifically Excel

About Visa

Visa (NYSE: V) is a world leader in digital payments, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories. Our purpose is to uplift everyone, everywhere by being the best way to pay and be paid.

Location: Pasay, Metro Manila, Philippines

Salary: Negotiable salary

Referral Reward: No rewards

Starting: Now

Contract: Full Time

Company Website: Visit

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