Director, Issuing Disputes Operations
About The Position
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. As a Director, Issuing Disputes Operations (IDO) at Fiserv, you will lead a centralized disputes function that ensures timely, accurate resolution of cardholder disputes while protecting payments revenue and compliance. You will manage a team responsible for investigation, escalation, and cross-functional coordination to deliver consistent, high-quality customer experience across channels. Your work will help optimize operational efficiency, reduce chargeback losses, and support scalable dispute handling for our payments products.
Requirements
- Bachelor's degree in finance, Business, Mathematics, related field, or equivalent work experience.
- 7+ years of experience in fraud management, dispute resolution, or related fields.
- 7+ years of experience in developing and implementing strategic fraud prevention programs.
- 7+ years of experience in managing teams and developing staff.
- 7+ years of experience in negotiation and cross-functional collaboration.
- 7+ years of experience in developing metrics and KPIs for operational programs.
- Experience with automation/tools/platforms to improve effectiveness and efficiency (e.g., Robotic process automation, artificial intelligence, work case management solutions, APIs)
- Proficiency using the Microsoft tool suite (Excel, Word, PowerPoint, Visio)
Nice To Haves
- Experience in card network dispute and chargeback rules and processes (Visa, Mastercard, American Express) 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 case management and CRM platforms (Salesforce Service Cloud, Zendesk, ServiceNow) and system integrations.
- Experience with fraud/dispute platforms and vendor integrations (e.g., Verifi, Ethoca, Kount) and API-based workflows.
- Strong knowledge of fraud, identity theft, account take-over, financial crimes, and other fraud tactics
Responsibilities
- Lead and manage a group of IDO Managers and Associates responsible for chargeback investigation, 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 consistent customer experience across channels.
- Drive training, coaching, and career development programs to elevate investigator capability and succession readiness.
- Drive cross-functional coordination with risk, fraud, product, issuing/acquiring partners, and merchant operations to resolve escalations and implement prevention actions.
- Identify and execute operational enhancements, automation opportunities, and integration improvements to increase throughput and reduce manual effort.
- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
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
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What This Job Offers
Job Type
Full-time
Career Level
Director
Number of Employees
5,001-10,000 employees
