Fraud & Disputes Manager

Fiserv•Omaha, NE

1d•Onsite

About The Position

As a Fraud & Disputes Manager, you will lead a team responsible for transaction dispute resolution and payment fraud case management across the full case lifecycle. You will partner with risk, operations, compliance, and vendor teams to improve workflow performance, reduce chargeback losses, support incident reporting, and deliver accurate, timely resolutions for cardholders and clients using Quavo and related payment processes. In this role, you will develop and implement strategies that strengthen service delivery, support team effectiveness, and advance key operational priorities. You will work across teams to resolve issues, improve processes and controls, and deliver outcomes that build client trust and create value for the business.

Requirements

6+ years of experience in card payments, banking operations, fraud mitigation, dispute processing, or chargeback management within a financial services environment
2+ years of experience managing and developing teams in financial operations, payments operations, fraud operations, or contact center environments
6+ years of experience using case management platforms and operational workflows to investigate, route, and resolve transaction disputes, including experience with Quavo Fraud & Disputes (QFD®) or similar dispute management platforms
6+ years of experience applying Regulation E, Regulation Z, and card network chargeback and arbitration rules in dispute or fraud operations
Experience analyzing operational metrics, case volumes, and quality results to improve service delivery, reduce losses, and support process improvements
Bachelor's degree or higher in Finance, Business Administration, Operations, or related field or equivalent combination of education, related experience and/or military experience

Nice To Haves

Experience partnering with vendor account teams to implement system enhancements, workflow changes, or custom platform configurations
Experience supporting fraud strategy updates through rule tuning, trend analysis, or collaboration with risk management teams
Experience in debit card, credit card, or consumer banking dispute environments
Experience leading process improvement initiatives in highly regulated payments operations

Responsibilities

Lead, coach, and develop a team of fraud analysts and dispute specialists, including setting performance expectations, providing feedback, and supporting career development
Manage daily fraud and dispute operations across intake, investigation, chargeback processing, representment, and case resolutions to meet service level and quality targets
Establish, monitor, and report on key performance indicators including turnaround times, case quality, productivity, and loss trends to improve team performance and operational outcomes
Forecast dispute and fraud case volumes, align staffing to workload demands, and adjust team priorities to support coverage during peak periods
Review and resolve complex or high-value escalations involving cardholder disputes, fraud claims, and network timeframes in accordance with internal policy and regulatory requirements
Optimize Quavo Fraud & Disputes workflows by identifying automation opportunities, refining routing logic, and partnering with vendor teams on platform updates and configuration changes
Partner with risk management, compliance, and payments stakeholders to identify fraud trends, support rule changes, and maintain adherence to Regulation E, Regulation Z, and card network dispute requirements

Benefits

Fuel Your Life program to support your 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 redeemable for rewards.
Eight Employee Resource Groups to foster a collaborative culture and expand your network.
Unparalleled professional growth with training, development, and internal mobility opportunities.
Medical, dental, vision, life, and disability insurance options available from day one.
Retirement planning including 401k match and discounted shares with the Employee Stock Purchase Plan.
Tuition assistance and reimbursement program.
Paid parental and military leave.