Fraud & Disputes Manager

Fraud & Disputes Manager

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.

What does a Fraud & Dispute Manager do?

The Fraud & Dispute Manager is a vital role in the Fiserv Issuer Dispute Operations organization that significantly contributes to its overall business success. The role will be accountable for a business unit to ensure that all business objectives are achieved. The person in this role is responsible for all aspects of initiating and executing strategies to drive toward the successful achievement of critical functions and objectives for our customers and associates.

What you will do:

• Recruit, develop, inspire and lead a team to effectively execute the responsibilities and expectations of their role.
• Champion efforts to process improve department operations through gap analysis and leverage talent to create and execute actionable plans within budget parameters.
• Make complex decisions and recommendations under limited directions. Use a high degree of initiative and independent judgment.
• Build and use effective working relationships within own department and across departments, functions, and geographic reporting lines.
• Oversee associate engagement efforts and leverage the team to drive activities for the department to include various meetings.
• Track performance against internal standards, SLAs, and external/industry benchmarks, using budget, forecasting, capacity planning, and workforce optimization best practices.
• Oversee the management of metrics with a focus on continuous improvement initiatives.
• Respond well under pressure and leads all levels effectively through adversity and ambiguity as a normal business condition.
• Partner with Client Advisors and Team Leads in the establishment and oversight of new procedures (SOPs – Standard Operating Procedures) to address areas requiring improvement.
• Deliver against defined organizational goals of talent, strategy, and results aligned with the annual operating plan.
• Ensure the team has the training, tools, processes and methodologies needed.
• Lead and manage change in an environment that is transforming and maturing.
• Create a "one Fiserv" approach to Card Services.
• Develop high-potential talent, maximizing talent capabilities and building world-class teams.

What you will need to have:

• Bachelor's degree or equivalent work experience.
• 5+ years of management experience which includes but is not limited to resource management, reporting, associate development and performance management.
• 5+ years of Disputes or Customer Service environment preferably within the FINTECH or Financial Services Industry, driving and direction results in a world-class operations environment.
• Knowledge to direct day-to-day operations through planning and delegation of work.
• Exceptionally strong and effective written and oral communication skills; strong ability to articulate and promote ideas, plans, and results to all levels.
• Ability to effectively influence, communicate and work with all levels of the organization and with clients as necessary.
• Strong organizational skills.

What would be nice to have:

• Industry Knowledge
• Experience with Network disputes
• Measurement of Effectiveness
• Excellent Communication

Travel required:

• Percentage/frequency of travel up to 20-30%

Benefits:

• Health. Medical, dental, vision, life insurance, and disability options
• Flexibility. Flex scheduling eligibility after 180 days of employment, hybrid work arrangements
• Work/Life Balance. Paid time off
• Family Time. Parental bonding leave
• Retirement. 401(k) plan with company matching
• Education. Tuition reimbursement, internal eLearning training and development portal
• Investment. Employee Stock Purchase Plan
• And more!

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 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.

Thank you for considering employment with Fiserv. Please:

• Apply using your legal name
• Complete 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.