Director, Issuing Disputes Operations

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Job Title

Director, Issuing Disputes Operations

What does a successful Director, IDO do at Fiserv?

As a Director, Issuing Disputes Operations (IDO) at Fiserv, you will lead a centralized disputes function that ensures timely, accurate resolution of cardholder disputes while protecting payments revenue and compliance. You will manage a team responsible for investigation, escalation, and cross-functional coordination to deliver consistent, high-quality customer experience across channels. Your work will help optimize operational efficiency, reduce chargeback losses, and support scalable dispute handling for our payments products. 

What you will do: 

• Lead and manage a group of IDO Managers and Associates responsible for chargeback investigation, 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 channels. 
• Drive training, coaching, and career development programs to elevate investigator capability and succession readiness.  
• Drive cross-functional coordination with risk, fraud, product, issuing/acquiring partners, and merchant operations to resolve escalations and implement prevention actions. 
• Identify and execute operational enhancements, automation opportunities, and integration improvements to increase throughput and reduce manual effort.  
• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.  

What you will need to have: 

• Bachelor's degree in finance, Business, Mathematics, related field, or equivalent work experience. 
• 7+ years of experience in fraud management, dispute resolution, or related fields. 
• 7+ years of experience in developing and implementing strategic fraud prevention programs. 
• 7+ years of experience in managing teams and developing staff. 
• 7+ years of experience in negotiation and cross-functional collaboration. 
• 7+ years of experience in developing metrics and KPIs for operational programs. 
• Experience with automation/tools/platforms to improve effectiveness and efficiency (e.g., Robotic process automation, artificial intelligence, work case management solutions, APIs) 
• Proficiency using the Microsoft tool suite (Excel, Word, PowerPoint, Visio) 

What would be great to have: 

• Experience in card network dispute and chargeback rules and processes (Visa, Mastercard, American Express) 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 case management and CRM platforms (Salesforce Service Cloud, Zendesk, ServiceNow) and system integrations.  
• Experience with fraud/dispute platforms and vendor integrations (e.g., Verifi, Ethoca, Kount) and API-based workflows.  
• Strong knowledge of fraud, identity theft, account take-over, financial crimes, and other fraud tactics 

How you will work:  

• This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.  
• This role requires the use of a computer and audio equipment.  
• This role requires the ability to stand for a majority of the shift; safely lift and/or carry up to 50 pounds; lift above your shoulders; and climb, squat, kneel, twist, push, and bend frequently during each shift.  

Travel:  

• Approximately 10% travel off-site or to other office locations is expected.  

Sponsorship:  

• You must currently possess valid and unrestricted U.S. work aut