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Salary
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
Purpose
The Order Review Agent is an integral part of the Customer Support Team, responsible for investigating potentially fraudulent orders for some of our largest clients across different verticals including high end fashion retail, airlines and digital merchants. The role entails researching a high volume of suspect orders, working to identify and decline any fraudulent orders before they are processed.
Principle Responsibilities
Identify & investigate high volume of transactions for signs/ patterns of Fraud.
Use various internal and 3rd party tools and systems to determine veracity of orders.
Compliance within quality guidelines to promote consistency in the review process.
Liaise with other internal teams to help our client base lower online fraud levels.
Being responsible for set merchants ensuring their Service Level Agreement’s (SLA’s) are met.
Key Results Areas
Productivity
Monthly Order Review Production rating is based on the total volumes of orders reviewed, meeting or exceeding the minimum transaction target allocated.
Order Review Quality
Quality reviews will be completed on random orders, looking at 4 main areas of focus:
Accuracy and clarity of notes provided
Client process followed
Demonstrable knowledge of impactful decision factors
Best decision being made
Fraud Chargeback Rate
Individual monthly Chargebacks will be set and reviewed. The rate is determined by dividing the total number of fraudulent chargebacks by the total number of orders worked by the reviewer that month.
Organizational Scope
Communicate with internal and global teams discussing fraud trends and activities.
Key Competencies
Committed to service excellence and added value through taking a proactive interest in client needs and works in partnership with them to achieve their aims
Contributes effectively to achievement of organisational vision through teamwork, employing open communication channels and sharing information to achieve a common objective
Continually improving through personal development and champions new ways of doing things
Makes a positive impact by executing on commitments to consistently deliver results alongside building support, commitment and respect from others by demonstrating professionalism, integrity and expertise
Achieves results by driving self and others to achieve results and surpass goals using sound processes.
Works across boundaries and in partnership with others to achieve goals
Demonstrates resilience - able to respond quickly to adapting organizational needs while continuously role modelling company values.
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
Required Experience:
- Strong organization and time management skills
- Ability to work well in a team environment
- Competent with Microsoft Office applications
- Strong verbal and written communication skills
- Must be a quick learner, able to pick up new processes and procedures with ease
- Ability to function effectively in a fast-paced, ever changing work environment with multiple priorities
Preferred Experience:
- Experience working in an office environment
- Graduate Calibre
- Fraud/Banking experience
Additional Information
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.
