Director of Disputes Operations

Fiserv • Omaha, NE

12d

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. Job Title Director of Disputes Operations What does a successful Director, Disputes Operations do at Fiserv? As a successful Director of Disputes Operations, you will be responsible for developing and executing operational processes and practices to ensure that disputes work is handled efficiently and with good quality, while delivering an exceptional customer experience.

Requirements

• Bachelor’s degree in Business, Finance or related field
• 7+ years of related work experience in Fin Tech, Ecommerce, Banking, and or disputes prevention
• 7+ years of disputes or customer service operations experience
• 5+ years of experience leading, managing and influencing people
• Strong interpersonal skills; comfortable interacting with team members of all levels
• Strong team collaboration skills
• Ability to take initiative and work independently under tight timelines

Nice To Haves

• Experience developing best practices for prioritizing multiple disputes work channels, ensuring that the most impactful work is completed on a daily basis.
• Experience partnering with other departments within Money Network to create a uniform customer journey and experience for our cardholders who engage in our disputes verification process.

Responsibilities

• Lead a team of disputes investigators
• Identify and execute on enhancements to current operational practices
• Develop prioritization for multiple channels of work
• Establish and/or refine operational procedures and supporting documentation to ensure uniform work/results across the team
• Establish operational metrics and KPIs
• Lead, coach and develop team members for success in their current and future roles
• Provide training and coaching on performance when needed

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees