Director, Dispute Operations

Calling all innovators – find your future ’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved.

If you want to make an impact on a global scale, come make a difference  Title Director, Dispute Operations What does a successful Director, Dispute Operations do at Fiserv?

As the Director of Disputes Operations, you will lead a dedicated disputes function that ensures timely, accurate resolution of cardholder dispute claims while ensuring compliance with regulatory guidelines. You will manage a team responsible for investigation and processing of dispute claims. You will also engage with leaders across the Money Network organization to develop and execute strategies to minimize losses related to fraudulent activity.  

Your work will help optimize operational efficiency, reduce chargeback losses, and support scalable dispute handling for our Money Network line of business.

What you will do:

Lead and manage a team of Managers, Associates and Quality Analysts responsible for dispute claim investigation and processing, including chargeback processing, representment, arbitration and recoveries across card networks.

Design, standardize, and continuously improve dispute handling processes and supporting documentation to ensure consistent outcomes across channels.  Use data-driven metrics to identify trends, optimize workflows, and report program performance to senior leadership. Build and mentor a high-performing team, set performance expectations, and ensure consistent customer experience across programs.

Drive training, coaching, and career development programs to elevate investigator capability and succession readiness.  Work with leaders across the organization, including Fraud, Data Analytics and Product, to execute strategies to minimize losses related to fraudulent activity.

Identify and execute operational enhancements, automation opportunities, and integration improvements to increase throughput and reduce manual effort.  Engage with internal partners, external clients and sponsor banks

What you will need to have:

Bachelor’s degree7+ years of related work experience in Fin Tech, Ecommerce, Banking, and or fraud prevention7+ years of disputes, fraud or customer service operations experience5+ years of experience leading, managing and influencing people

Strong interpersonal skills; comfortable interacting with team members of all levels

Strong team collaboration skills

Ability to take initiative and work independently under tight timelines

What would be great to have:
Experience in card network dispute and chargeback rules and processes (Visa, Mastercard) and chargeback representment.  Experience designing and operating dispute/chargeback operations and case lifecycle management across multiple channels.

  Experience with payments regulations and standards, including Reg E, UCC, and NACHA-related dispute handling.

  Experience with fraud/dispute platforms and vendor integrations (e.g., Verifi, Ethoca, Quavo, Feedzai) and API-based workflows.  Strong knowledge of fraud, identity theft, account take-over, financial crimes, and other fraud tactics This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Massachusetts, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island, Vermont, Virginia, Maine or Washington.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

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