Direct Express Operations Control Support Specialist

Fiserv•Berkeley Heights, NJ

1d•$78,000 - $124,800•Onsite

About The Position

What does a successful Direct Express Operations Control Support Specialist do at Fiserv? You will ensure that all operational processes—such as card production, fulfillment, call center performance, dispute resolution, fraud monitoring, and compliance adherence—run seamlessly in a steady-state environment. The role involves monitoring key performance indicators, troubleshooting operational issues, and collaborating with internal teams and external vendors to resolve problems quickly. What you'll do: Collaborate with banking partners to monitor, manage, and ensure compliance with established Service Level Agreements (SLAs), driving operational excellence and timely issue resolution Support cardholder experience by overseeing processes that ensure accurate, efficient, and customer-focused service delivery across all touchpoints. Track call center service levels and escalate issues impacting customer experience. Support processing of Reg E disputes and fraud alerts within defined SLAs. Maintain accurate logs and assist in root cause analysis for recurring issues. Ensure adherence to Treasury, OCC, and AML requirements in operational workflows. Prepare and validate operational reports for internal and external stakeholders. Track KPIs such as card activation rates, transaction success, and call center metrics.

Requirements

Associate’s degree in business, Operations, or related field.
3 years in operations support within financial services or payment processing.
Familiarity with regulatory frameworks (Reg E, AML) preferred.
Basic understanding of ACH file transmissions and settlement flows.
Exposure to fraud detection or dispute resolution workflows is a plus.

Responsibilities

Collaborate with banking partners to monitor, manage, and ensure compliance with established Service Level Agreements (SLAs), driving operational excellence and timely issue resolution
Support cardholder experience by overseeing processes that ensure accurate, efficient, and customer-focused service delivery across all touchpoints.
Track call center service levels and escalate issues impacting customer experience.
Support processing of Reg E disputes and fraud alerts within defined SLAs.
Maintain accurate logs and assist in root cause analysis for recurring issues.
Ensure adherence to Treasury, OCC, and AML requirements in operational workflows.
Prepare and validate operational reports for internal and external stakeholders.
Track KPIs such as card activation rates, transaction success, and call center metrics.

Benefits

Fuel Your Life program to support physical, financial, social, and emotional well-being.
Paid holidays and generous time away policies.
No-cost mental health support through Employee Assistance Programs.
Living Proof program to recognize your peers’ extra effort with points used for rewards.
Eight Employee Resource Groups to foster a collaborative culture.
Unparalleled professional growth with training, development, and internal mobility opportunities.
Retirement planning and discounted shares with the Employee Stock Purchase Plan.
Medical, dental, vision, life, and disability insurance options available day one
Tuition assistance and reimbursement program.
Paid parental, caregiver, and military leave.