Senior Call Reviewer

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

Verifi, Inc., a Visa company, is currently hiring for a collaborative team-oriented Senior Call Reviewer. This role is responsible for ensuring the Chargeback Operations team is meeting quality standards with our client base.

Your responsibilities will include:

• Preparing QA Audits for each team member based on client assignment and delivering audit reports on time.

• Regularly meeting with team members to review results, providing input and guidance on quality improvement opportunities

• Coordinating with the management team to develop and implement appropriate QA approaches for new/existing processes

• Preparing and administering testing/certification programs to ensure Chargeback Specialists maintain appropriate job knowledge and quality of work

• Working with Sr Team Lead, QA in identifying/creating training opportunities and procedure/documentation enhancements based on Quality Assurance results and implementing as needed

• Taking point in managing questions escalated by Chargeback Operations Specialists, specifically:

  • Reviewing and troubleshooting complex scenarios that are received by team members

  • Resolving or routing questions, as appropriate

• Assisting with preparation and delivery of training, as needed

• Other tasks as assigned

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:
• Must have a High School diploma or equivalent or relevant work experience
• 2 or more years of work experience
• 4+ years’ experience in a business operations environment
• Experience auditing business operations teams, including developing reports

Preferred Qualifications:

• 2+ years’ experience in a QA role within the banking/finance industry
• Direct experience in processing chargebacks/disputes for all credit card types
• Proven ability to communicate effectively, both verbally and in writing
• Strong analytical and research skills
• Intermediate knowledge of MS Office suite
• Excellent time management skills with the ability to multi-task
• Detail oriented
• Experience with process creation and improvement
• Comfortable with delivering constructive feedback
• Background collaborating with cross functional teams

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 44,200.00 to 55,300.00 USD, which may include potential sales incentive payments (if applicable). Salary may