Director, Dispute Operations

Calling all innovators – find your future at Fiserv.We’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 at Fiserv.Job TitleDirector, Dispute OperationsWhat 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 banksWhat 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 peopleStrong interpersonal skills; comfortable interacting with team members of all levelsStrong team collaboration skillsAbility to take initiative and work independently under tight timelinesWhat 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.Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.Due to the nature of work performed in this position, candidates must provide documentation verifying U.S. citizenship or lawful permanent resident status and successfully complete an FBI fingerprint-based background investigation.Thank you for considering employment with Fiserv. Please:Apply using your legal nameComplete the step-by-step profile and attach your resume (either is acceptable, both are preferable).Our commitment to Equal Opportunity:Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact View email address on click.appcast.io. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.Note to agencies:Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.Warning about fake job posts:Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.SummaryLocation: Omaha, NebraskaType: Full time