Director, Dispute Operations

Fiserv • Omaha, NE

3d

About The Position

The Director of Disputes Operations leads a dedicated function responsible for resolving cardholder dispute claims accurately and on time while complying with regulatory guidelines. The role manages a team that investigates and processes dispute claims and works with leaders across the Money Network organization to develop and execute strategies to minimize losses related to fraud. The position supports operational efficiency, reduced chargeback losses, and scalable dispute handling for the Money Network line of business.

The Director engages with internal partners, external clients, and sponsor banks, and collaborates with areas such as Fraud, Data Analytics, and Product. Due to the nature of the work, candidates must provide documentation verifying U.S. citizenship or lawful permanent resident status and successfully complete an FBI fingerprint-based background investigation. This role cannot be performed in Colorado, California, the District of Columbia, Hawaii, Illinois, Massachusetts, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island, Vermont, Virginia, Maine, or Washington.

Requirements

• Bachelor’s degree.
• 7 or more years of related work experience in FinTech, e-commerce, banking, and/or fraud prevention.
• 7 or more years of disputes, fraud, or customer service operations experience.
• 5 or more 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.
• Documentation verifying U.S. citizenship or lawful permanent resident status.
• Successful completion of 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, and 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 the organization, including Fraud, Data Analytics, and Product, to execute strategies to 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