Senior Customer Support Agent (Cards & Banking, Live Chat)
PhantomSalary not specified
Full Time
Senior (5 to 8 years), Expert & Leadership (9+ years)
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Payments, Financial Technology, Fraud PreventionIndustries
Requirements
- Bachelor’s Degree in a relevant field such as Business, Finance, or a related discipline
- 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g., Masters, MBA, JD, MD, or PhD)
- Preferred: 3 or more years of work experience with a Bachelor’s Degree or more than 2 years with an Advanced Degree
- Proven experience in fraud analysis and chargeback processes
- Deep understanding of fraud detection techniques, risk management, and industry regulations
- Minimum of two years of experience in a leadership or supervisory role, with a track record of managing a team of fraud analysts in E-commerce
- Strong knowledge of fraud prevention strategies, risk management, and industry best practices
- Proficiency in using fraud detection tools and data analytics
- Exceptional communication and interpersonal skills, with ability to collaborate effectively with cross-functional teams on a global scale
- Ability to function effectively in a fast-paced, ever-changing work environment with multiple priorities
- Attention to detail, strong organizational and time management skills
- Ability to prioritize tasks, meet deadlines independently under pressure
- Strong leadership abilities: motivate and inspire team, provide clear direction, foster positive collaborative environment
- Ability to delegate tasks effectively, provide guidance, and monitor team performance
- Commitment to service excellence and proactive engagement with client needs
- Strong analytical skills: identify patterns, interpret complex data, make sound evidence-based decisions
Responsibilities
- Inspire, motivate, and mentor the team by providing guidance and support to enhance performance and promote professional growth
- Manage the day-to-day operations of the SM Support Team, ensuring timely and accurate review of cases to detect potential fraudulent activities
- Evaluate merchant needs and contribute to delivering an outstanding merchant experience
- Work closely with various departments to design and implement effective fraud prevention strategies, staying abreast of latest trends and technologies
- Regularly assess the efficiency of current processes, pinpoint areas for enhancement, and implement improvements to boost productivity and reduce risk
- Deliver actionable insights on a regular basis to support decision making and strategic planning
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
Is this position remote or on-site?
This is a hybrid position with on-site requirements. The expectation of days in the office will be confirmed by your Hiring Manager.
What experience is required for this role?
Basic requirements include 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree. Preferred qualifications are 3 or more years with a Bachelor’s Degree or more than 2 years with an Advanced Degree, plus a minimum of two years in a leadership or supervisory role managing fraud analysts in E-commerce.
What key skills are needed for the Team Lead role?
Candidates need a deep understanding of fraud detection techniques, risk management, industry regulations, fraud analysis, and chargeback processes. Proficiency in fraud detection tools, data analytics, and strong communication and interpersonal skills for cross-functional collaboration are also required.
What is the company culture like at Visa?
Visa emphasizes a purpose-driven culture focused on uplifting everyone through innovative, convenient, reliable, and secure payments, while inspiring and mentoring teams to enhance performance and professional growth.
What makes a strong candidate for this position?
A strong candidate has a bachelor's degree in Business, Finance, or related field, proven experience in fraud analysis and chargebacks, at least two years leading fraud analysts in E-commerce, and expertise in fraud prevention, risk management, data analytics tools, and cross-functional collaboration.
Visa
Global digital payment network provider
About Visa
Visa operates a global digital payment network that facilitates electronic payments for millions of people daily. The company connects consumers, businesses, financial institutions, and governments, allowing them to make transactions using Visa cards. Each time a card is used, Visa earns money through transaction, service, and data processing fees. Unlike many competitors, Visa focuses on expanding access to financial services for underserved communities and supporting local economies. The company's goal is to promote financial inclusivity and drive sustainable commerce, ensuring that more people can participate in the global economy.
San Francisco, CaliforniaHeadquarters
1958Year Founded
$55.8MTotal Funding
ANGEL_INDIVIDUALCompany Stage
Fintech, Financial ServicesIndustries
10,001+Employees
Benefits
Health Insurance.
Life Insurance.
Dental Insurance.
Disability Insurance.
Accidental Death & Dismemberment Insurance.
Risks
CBDCs could reduce reliance on Visa's payment network.
'Buy Now, Pay Later' services may decrease traditional credit card transactions.
Fintech startups offering zero-fee transactions could pressure Visa's revenue model.
Differentiation
Visa operates a global digital payment network connecting millions daily.
The company focuses on financial inclusivity and sustainability in its operations.
Visa collaborates with central banks on Central Bank Digital Currencies (CBDCs).
Upsides
Visa's partnership with fintechs enhances cross-border payment solutions.
Adoption of blockchain technology could revolutionize digital payments.
AI-driven fraud detection systems are reducing fraudulent activities.
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