Director, Dispute Operations

Fiserv • Omaha, NE

4d

About The Position

The Director of Disputes Operations leads a dedicated disputes function responsible for timely and accurate resolution of cardholder dispute claims in compliance with regulatory guidelines. The role manages a team that investigates and processes claims and works with leaders across the Money Network organization to develop and execute strategies to minimize losses related to fraudulent activity. The position focuses on improving operational efficiency, reducing chargeback losses, and supporting scalable dispute handling for the Money Network line of business.

The Director oversees dispute claim investigation and processing, including chargebacks, representment, arbitration, and recoveries across card networks. The role standardizes and improves processes and documentation, uses metrics to assess trends and program performance, develops team capabilities, and collaborates with internal partners, external clients, and sponsor banks. It also identifies operational enhancements, automation opportunities, and integration improvements.

Requirements

• Bachelor’s degree.
• 7+ years of related work experience in FinTech, e-commerce, banking, and/or fraud prevention.
• 7+ years of experience in disputes, fraud, or customer service operations.
• 5+ years of experience leading, managing, and influencing people.
• Strong interpersonal skills and comfort interacting with team members at all levels.
• Strong team collaboration skills.
• Ability to take initiative and work independently under tight timelines.
• Candidates must provide documentation verifying U.S. citizenship or lawful permanent resident status and successfully complete an FBI fingerprint-based background investigation.

Nice To Haves

• Experience with card network dispute and chargeback rules and processes, including Visa and 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, such as Verifi, Ethoca, Quavo, or Feedzai, and API-based workflows.
• Strong knowledge of fraud, identity theft, account takeover, financial crimes, and other fraud tactics.

Responsibilities

• Lead and manage 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 a consistent customer experience across programs.
• Drive training, coaching, and career development programs to improve investigator capability and succession readiness.
• Work with leaders across Fraud, Data Analytics, Product, and other organizational areas to execute strategies that 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 banks.

What This Job Offers

• Job Type: Full-time
• Career Level: Director