Fraud & Dispute Associate

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 Title

Fraud & Dispute Associate

What does a successful Fraud and Dispute Associate do at Fiserv?

Are you detail oriented and customer-focused? Do you have an investigative mind prone to problem solving? If so, join Fiserv’s Issuer Dispute Operations team to make a real and direct impact on peoples’ lives!
As a Fraud & Dispute Specialist, you will provide support of Fiserv clients’ card portfolio chargeback programs (debit, credit, prepaid). You will investigate transactions that were applied to cardholders’ accounts in error, also known as a dispute or chargeback. After comparing multiple avenues of processing disputes or chargebacks, you will decide on the best path to resolution.
This position is important and required to ensure that we take care of our clients as well as their cardholders. This directly follows our Values of earning client trust every day and creating with purpose. You will contribute to efforts small and large!
What you will do:

• Investigate, evaluate, and process disputes/chargebacks
• Be a continuous learner due to updated network regulatory requirements and client guidelines
• Monitor systems to detect possible fraudulent behavior related to card usage
• Contact cardholders to investigate possible fraud
• Deliver great customer experience with proper phone etiquette on inbound and outbound calls with clients and cardholders
• Track and action cases within timeframes based on regulatory guidelines and client requirements
• Make recommendations to implement changes in our continuous efforts to improve processes
• Understand compliance and verification procedures to effectively process cardholder information
• Respond to inquiries from internal and external stakeholders regarding chargeback requirements, system processing and functionality, dispute lifecycle, claim status, and data input
• Enter data into client-specific systems to accurately record and keep track of cardholder, card, transaction, and case information

What you will need to have:

• High school diploma or equivalent
• 1+ years of financial or customer service experience
• Proficient in Microsoft 365 (Outlook, Word, Excel, PowerPoint, Teams, OneDrive, SharePoint)

What would be great to have:

• Intermediate computer skills
• Strong problem-solving skills
• Strong decision-making skills
• Strong communication skills (written and verbal)
• Ability to work in a collaborative team environment
• Ability to prioritize workload
• Knowledge of Regulation E and Regulation Z
• Knowledge of Visa and/or Mastercard operating regulations
• Experience with electronic funds transfer (EFT)

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Maryland, New York, Nevada, Rhode Island or Washington.

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).

What you should know about us:

Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune® magazine's "World's Most Admired Companies™" 9 of the last 10 years, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to innovation and excellence. 

Our commitment to Diversity and Inclusion:

Fiserv is an Equal Opportunity Employer, and we welcome and encourage diversity in our workforce that reflects our world. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by law. 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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 business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won’t ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won’t send you a check to cash on Fiserv’s behalf.

If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local FBI field office or to the FBI’s Internet Crime Complaint Center.