[Hiring] Director, Dispute Operations @Fiserv

Role Description

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.

• 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.

Qualifications

• 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

Requirements

• 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.

Company Description