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Senior Business Analyst
Ref No.: 18-03311
Location: Foster City, California
Start Date: 08/27/2018
 NO OPT/CPT/GC EAD
For H1 – Need passport number for submission.
 
 
 
Job Title: Senior Business Analyst
Location: Foster City, CA
Duration: 8 Months, with possible extension
 
 
QUALIFYING QUESTIONS:
Please describe your previous experience in Payments background, also open to (acquirers, issuers, processors, and merchants).
Please describe your previous experience in Dispute Resolution
 
Description:
Primary focus will be to help with Arbitration and Compliance rulings – Client makes determination on dispute transactions. Recently launched new system/process ( Claims), case volume has doubled in the last 3 months. The goal is to get out 120 case rulings per day. The team is currently receiving 230 new cases each day.
Responsibilities 

Dispute Resolution 
• Adjudicate on both regional and global arbitration and compliance cases. 
• Provide clients and Client staff with accurate information and analysis of dispute resolution regulations and ensure service levels are met. 
• Provide clients and Client staff with accurate analysis of dispute resolution performance metrics and data, when required. 
• Provide support to product/risk teams and/or manage and coordinate special projects as needed. 
• Assist in identifying and proposing business rule changes that address regional and global trends, client needs, new business models, etc. 
• Design, create and maintain dispute resolution documentation (e.g. training manuals, guides, Client Business News articles, etc.) for internal and client use, as required. 
• Contribute to the definition and fulfillment of team and corporate objectives and goals. 
• Stay current with industry and market trends to anticipate possible challenges resulting from changing political, social and economic environments. 
• Stay abreast of new products and services, and industry and technology trends to be able to support Client strategic goals and client initiatives. 
• Participate in global committees and working groups. 
• Assist in client training as needed, acting as the subject matter expert in presentation material preparation as well as attending regional global meetings as needed. 
Qualifications 
• Bachelor's degree or equivalent experience. Requires a minimum of 8+ years' experience in financial services or payment card industry. 
• 3 to 5 years' experience in the card or financial business with concentration in issuing support, merchant acquiring, back office, and banking operations with focus on dispute resolution. 
• Detailed understanding of transaction processing, including authorization, clearing and settlement, and industry players including acquirers, issuer, processors, agents, merchants and cardholders. 
• Strong judgment and negotiation skills to ensure full customer satisfaction and limit negative processing impacts. 
• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving. 
• Customer focus with proven ability to establish productive working relationships with staff and management at all levels. 
• Ability to set priorities and manage customer expectations, and work both as part of a team and independently. 
• Proficiency providing technical, data analysis and consultative support to external customers and identify business needs. 
• Working knowledge of Microsoft Office, SharePoint and Visio a plus. 
• Working knowledge of Client Resolve Online a plus 
• Excellent verbal, written, presentation and interpersonal skills are required. 
• Bilingual a plus.

Must Have Skills:
 
8+ years' experience in financial services or payment card industry.
Must have experience with dispute resolutions / chargebacks (ideally 3-5 years).
Excellent verbal, written, presentation and interpersonal skills are required.
 
Preference:
Billingual-Spanish