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 & Disputes ManagerThe 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.
I have 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, 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.
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 [email protected]. 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.
Skills Required
- Bachelor's degree or equivalent work experience
- 5+ years of management experience including resource management, reporting, associate development and performance management
- 5+ years of disputes or customer service experience, preferably within fintech or financial services
- Ability to direct day-to-day operations through planning and delegation of work
- Strong written and oral communication skills
- Ability to effectively influence and work with all levels of the organization and with clients
- Strong organizational skills
- Willingness/ability to travel up to 20-30%
- Industry knowledge (preferred)
- Experience with network disputes (preferred)
- Experience measuring effectiveness/metrics (preferred)
- Excellent communication (preferred)
Fiserv Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Fiserv and has not been reviewed or approved by Fiserv.
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Healthcare Strength — Healthcare coverage is positioned as comprehensive, spanning medical, dental, and vision options alongside disability, life, and mental-health support resources. The offering is further reinforced by wellness programming and access to an employee assistance program with counseling.
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Leave & Time Off Breadth — Time-off support appears broad, including paid holidays, sick time, and policies framed as well-being or recharge time. Parental leave and other leave types such as bereavement are also described as part of the overall package.
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Retirement Support — Retirement benefits include a 401(k) plan with company matching and, for some legacy populations, access to a defined benefit pension plan. Equity-related programs such as an employee stock purchase plan are also described as available for eligible employees.
Fiserv Insights
What We Do
Fiserv, Inc. (NYSE: FI) is a leading global provider of payments and financial services technology solutions, driving innovation in payments, processing services, risk and compliance, customer and channel management, and business insights and optimization. For more information, visit www.fiserv.com.
Why Work With Us
As a global leader in payments and financial technology, we proudly serve 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.
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