ABOUT THE COMPANY
Visa operates the world's largest retail electronic payments network and is one of the most recognized global financial services brands. Visa facilitates global commerce through the transfer of value and information among financial institutions, merchants, consumers, businesses and government entities.
We offer a range of branded payment product platforms, which our financial institution clients use to develop and offer credit, charge, deferred debit, prepaid and cash access programs to cardholders. Visa's card platforms provide consumers, businesses, merchants and government entities with a secure, convenient and reliable way to pay and be paid in 170 countries and territories.
RESPONSIBILITIES
POSITION SUMMARY
The global client support group works with locally deployed client service experts to develop and deliver the support model for Visa Inc. issuers, acquirers, processors and merchants worldwide. This includes day-to-day operations and product support, specialized help desks, back office support and customer performance reporting.
JOB SCOPE
This is an individual contributor role responsible for identifying and resolving issues of moderate complexity. This position is at an intermediate professional level and requires strong execution and analytical abilities. This role works independently and receives minimal guidance.
The Fraud Support Analyst is responsible for providing client support for Visa's various fraud or risk mitigation tools including Visa Risk Manager, Falcon, and Flash Fraud. Responsibilities include managing inquiries from internal and external clients, creating and implementing fraud rules on our clients' behalf, and proactively looking for opportunities to improve our clients overall fraud mitigation strategies by offering advice, best practices and information on tools that can help optimize their performance and reduce their fraud losses.
RESPONSIBILITIES
- Liaison for those clients who use Visa's various fraud products and services, providing day-to-day support, problem management, and proactive identification of processing efficiencies
- Process internal/external client requests for Falcon Expert rule changes and Visa DPS Flash Fraud rule requests within service level agreement time frames. This includes the creation of new, routine rules and updating or deleting existing rules. Analyst will be responsible for troubleshooting basic Falcon Expert and Falcon workstation issues.
- Facilitate the enrollment process for Visa Risk Manager and CAMS for new clients, and update parameters when existing VRM clients request a change to their service
- Provide consultation for all internal Visa and external clients as needed, including but not limited to all Visa and Visa DPS risk management tools.
- Provide product definitions responsive to customer needs and market opportunities as well as an assessment of operational opportunities to increase service quality or efficiency. This includes identifying or correcting chronic issues for clients.
- Monitor and analyze fraud trends, prepare documents and publish periodic reports as needed
- Develop and distribute proactive client notifications
- Ensure that service level objectives are met or exceeded
- Build and maintain relationships with Account Management, Product, and Sales groups
- Manage multiple projects and ensure accurate, on-time execution
- Provide after hours/on-call support on a rotating basis
REQUIREMENTS
- Typically requires a minimum 3 - 5 years experience providing business to business support.
- Bachelors Degree or equivalent experience.
- A proven track record for making sound business decisions, setting direction and managing both short and long-term goals to achieve high quality operational results and customer commitment.
- A demonstrated ability to work in a high-pressure environment with minimal errors.
- In depth level knowledge of the fraud industry including trends, tools, and loss mitigation strategies.
- Expert level understanding of the payment and data processing and technical support industries including trends and high-level business drivers.
- Clearly expresses ideas using sound data through the highly proficient use of desktop tools including MS Word, Excel, and PowerPoint.
- Builds productive relationships across department and functional boundaries.
- Makes sound business decisions in a fast-paced, dynamic environment.
- Excellent verbal and written communication skills.
- A proven track record for making sound business decisions, setting direction, and managing both short and long-term goals in a multi-team environment.
- Proficient in performing causal analysis to identify changes to improve processing performance and/or client profitability.
- Candidate will be supporting the country of Brazil. Must be fluent in both Portuguese and English.
