Gerente de Prevencao a Fraudes

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**:
The Client Care Consultant (Fraud Prevention) is an integral part of the Screening Management Team, responsible for supporting the Screening Management service team in Brazil that performs Manual Reviews. The manual review technique is performed on behalf of Cybersource Merchants in an effort to reduce fraud while maximizing our clients’ sales and protecting their profits by manually checking orders. This will involve researching a high volume of suspect orders to identify and decline fraudulent orders before they are processed.

**Responsibilities**
- Collaborate with the Cybersource Managed Risk Services (MRS) team to grow the Screening Management business and ensure stability of current contracts.
- Deliver occasional training sessions to clients on the use of Cybersource risk products. This may be done over the phone or involve giving presentations, product demonstrations, or whiteboard sessions.
- Manage the BPO relationship responsible for providing Screening Management services for the Brazil region.
- Collaborate with internal support functions, including training, workforce management, quality assurance, business intelligence, and project management to improve team performance.
- Work closely with internal Screening Management teams to assess fraud trends, drive process improvement, facilitate best practice sharing, and improve quality.
- Occasional travel is required.

**Required Experience**
- Experience working in e-commerce fraud market or account management experience.
- Strong Excel and reporting skills.
- Excellent organization and time management skills. Ability to work under pressure with autonomy.
- Excellent leadership skills in driving performance, follow through, process improvement and issue resolution.
- Ability to work well in a team environment. Explaining complex processes to other team members in a simple and easy to understand manner.
- Excellent relationship manager - able to liaise with both internal and external stakeholders.
- Ability to function effectively in a fast-paced, ever changing work environment with multiple priorities.
- Ability to articulate concepts and ideas to a broader audience, sometimes on a global level.

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**:

- Experience working with vendors and 3rd parties.
- Expert in online fraud and chargebacks.
- 5 years of work experience with a bachelor’s degree.
- Strong analytical skills with the ability to scrutinize and communicate metrics, key performance indicators, and service levels to internal stakeholders and clients.
- Ability to motivate others and work cooperatively in a group to achieve common goals.
- Experience in driving performance-based metrics, team efficiencies, and balancing workload productivity.
- Proficient in call center metrics and how improve efficiencies and performance.
- Self-managed professional who enjoys multitasking and keen with ongoing change.
- Exceptional organizational skills - ability to manage multiple, competing priorities and projects.
- Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving, and multi-tasking skills required.
- Bachelor’s degree required.
- Fluent English and Portuguese (Spanish is a Plus).

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.