Director, dispute operations

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Job Title

Director, Dispute Operations

What does a successful Director, Dispute Operations do at Fiserv?

As the Director of Disputes Operations, you will lead a dedicated disputes function that ensures timely, accurate resolution of cardholder dispute claims while ensuring compliance with regulatory guidelines. You will manage a team responsible for investigation and processing of dispute claims. You will also engage with leaders across the Money Network organization to develop and execute strategies to minimize losses related to fraudulent activity. Your work will help optimize operational efficiency, reduce chargeback losses, and support scalable dispute handling for our Money Network line of business.

What you will do:

• Lead and manage a team of 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 consistent customer experience across programs.
• Drive training, coaching, and career development programs to elevate 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 you will need to have:

• Bachelor’s degree
• 7+ years of related work experience in Fin Tech, Ecommerce, Banking, and or fraud prevention
• 7+ years of disputes, fraud 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

What would be great to have:

• Experience in card network dispute and chargeback rules and processes (Visa, 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 (e.g., Verifi, Ethoca, Quavo, Feedzai) and API-based workflows.
• Strong knowledge of fraud, identity theft, account take-over, financial crimes, and other fraud tactics.

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Massachusetts, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island, Vermont, Virginia, Maine or Washington.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

Due to the nature of work performed in this position, candidates must provide documentation verifying U.S. citizenship or lawful permanent resident status and successfully complete an FBI fingerprint-based background investigation.

Thank you for considering employment with Fiserv. Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Equal Opportunity:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.

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