Sr. Client Care Support

Position Summary
The Disputes Intake Specialist is the first point of contact for customers who question or challenge transactions posted to their accounts (e.g. unauthorized card charges fees or billing errors). The specialist gathers all pertinent information performs an initial review for completeness and eligibility creates the dispute case in the servicing platform and routes it to the appropriate operational fraud or chargeback team for resolution. Success in this role requires strong customer-service skills attention to detail working knowledge of financial regulations and the ability to balance customer advocacy with compliance requirements.

Key Responsibilities

Customer Intake & Case Creation

• Receive dispute inquiries via phone or email and acknowledge receipt within required timeframes.
• Verify customer identity and the account/transaction details to ensure the request meets regulatory and internal criteria.
• Explain the dispute process regulatory timelines and required documentation to the customer in clear concise language.
• Document all customer statements supporting evidence and interaction notes accurately in the case management system.
• Assign case codes (fraud service dispute merchant error duplicate charge etc.) and prioritize according to risk and deadline.

Communication & Follow-Up

• Provide customers with reference numbers expected timelines and next-step instructions.
• Respond to customer status inquiries and coordinate with investigation teams to relay updates.
• Notify customers promptly when additional documents are needed and set reminder tasks.

Key Competencies

• Customer Focus Advocates for the customer while protecting the bank from loss and regulatory penalties.
• Attention to Detail Captures precise data points - notices discrepancies quickly.
• Compliance Mindset Understands and adheres to strict timelines and documentation standards.
• Resilience & Adaptability Maintains composure during high-volume periods or with upset customers.
• Team Collaboration Coordinates handoffs and shares insights to improve end-to-end dispute handling.

Working Conditions

• Hybrid or on-site call-center/operations environment - days in office may vary.
• Inbound phone queue with wearing of headset for extended periods - frequent keyboarding.
• Position may require background check

Qualifications :

Basic Qualifications

• Must have a High School diploma or equivalent or relevant work experience
• 13 years of experience in banking operations card services call-center support or similar high-volume customer-service environment.
• Proficiency with case-management/CRM systems basic Office applications and secure document-exchange tools.
• Strong data-entry accuracy and ability to multitask in dual-monitor setting.
• Excellent verbal and written communication skills including the ability to explain complex policies in plain language.
• Strong problem-solving organizational and follow-through abilities.

Preferred Qualifications:

• 2 or more years of work experience
• Bilingual (English/Spanish or other) a plus but not a requirement.
• Knowledge of disputes and or financial institution practices

Additional Information :

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 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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 49700.00 to 59300.00 USD per year which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge skills experience and addition this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical Dental Vision 401 (k) FSA/HSA Life Insurance Paid Time Off and Wellness Program.

Remote Work :

No

Employment Type :

Full-time