Director of Disputes Operations

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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.  

What you will do:

• 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 you will need to have:

• 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

What would be great to have:

• 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.

You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.

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

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. 

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicit