Screening Management Associate

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

The Screening Management Associate will support Visas VAS operations by monitoring client performance and responding to client care inquiries related to fraud screening and transaction management. This role is part of the Client Care Risk Services team and is responsible for ensuring timely, accurate, and professional responses to merchant inquiries, while also maintaining performance metrics and supporting internal reporting.

The associate will provide operational support across all Essentials products, ensuring clients receive consistent and effective assistance in using these tools.

Key Responsibilities:

• Monitor and respond to client inquiries via the designated email channel within 24 business hours.

• Provide guidance on the use of VAS Essentials tools, focusing on functionality and tool navigation.

• Track and report on email response times and inquiry volumes using manual spreadsheets and internal tools.

• Escalate complex or out-of-scope inquiries to Cybersources Risk Solutions team for resolution.

• Participate in monthly business reviews and weekly reporting cycles, including metrics such as average wait time and volume of requests.

• Maintain logs of client interactions and submit monthly performance summaries for quality assurance.

• Collaborate with internal teams to ensure compliance with Visas security and data handling standards.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

Basic Qualifications
-Minimum of 6 months of work experience or a Bachelor's Degree

Preferred Qualifications
-Bachelor’s degree in Business or related course.
-1 to 2 years of experience in customer support, fraud operations, or risk analysis.
-Strong written communication skills in Portuguese, English proficiency is a plus.
-Ability to manage multiple client accounts simultaneously and prioritize tasks
effectively.
-High attention to detail and commitment to meeting service level agreements
(SLAs).

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.