Are you detail oriented and customer-focused? Do you have an investigative mind prone to problem solving? If so, join Fiserv’s Issuer Dispute Operations team to make a real and direct impact on peoples’ lives!

What does a great Fraud & Dispute Specialist do?

As a Fraud & Dispute Specialist, you will provide support of Fiserv clients’ card portfolio chargeback programs (debit, credit, prepaid). You will investigate claims, compare multiple avenues of processing disputes/chargebacks, and decide on the best path to resolution.

This position is important and required to ensure that we take care of our clients as well as their customers. This directly follows our Values of earning client trust every day and creating with purpose. You will contribute to efforts small and large!

Responsibilities

• Investigate, evaluate, and process disputes/chargebacks
• Be a continuous learner due to updated network regulatory requirements and client guidelines
• Monitor systems to detect possible fraudulent behavior related to card usage
• Contact cardholders to investigate possible fraud
• Deliver great customer experience with proper phone etiquette on inbound and outbound calls with clients and cardholders
• Track and action case within timeframes based on regulatory guidelines and client requirements
• Make recommendations to implement changes in our continuous efforts to improve processes
• Understand compliance and verification procedures to effectively process cardholder information
• Respond to inquiries from internal and external stakeholders regarding chargeback requirements, system processing and functionality, dispute lifecycle, claim status, and data input
• Enter data into client-specific systems to accurately record and keep track of cardholder, card, transaction, and case information

Basic Qualifications

• High school diploma or equivalent
• 1+ years of financial or customer service experience
• Proficient in Microsoft 365 (Outlook, Word, Excel, PowerPoint, Teams, OneDrive, SharePoint)

Preferred Skills

• Intermediate computer skills (40 WPM minimum)
• Strong problem-solving skills
• Strong decision-making skills
• Strong communication skills (written and verbal)
• Ability to work in a collaborative team environment
• Ability to prioritize workload
• Knowledge of Regulation E and Regulation Z
• Knowledge of Visa and/or Mastercard operating regulations
• Experience with electronic funds transfer (EFT)

Benefits

• Health. Medical, dental, vision, life insurance, and disability options
• Flexibility. Flex scheduling eligibility after 180 days of employment, hybrid work arrangements
• Work/Life Balance. Paid time off
• Family Time. Parental bonding leave
• Retirement. 401(k) plan with company matching
• Education. Tuition reimbursement, internal eLearning training and development portal
• Investment. Employee Stock Purchase Plan
• And more!

Fiserv is a global leader in fintech and payments for over 35 years serving thousands of financial institutions and millions of businesses in more than 100 countries. Our Purpose is to deliver superior value for our clients through leading technology, targeted innovation, and excellence in everything we do as we process over 40% of the world’s debit and credit transactions.

Issuer Dispute Operations manages fraud and dispute claims on issuers’ cards across all of Fiserv’s businesses. From full service to chargebacks to adjustments, we are responsible for over a billion dollars’ worth of consumer dispute issues every year! Join our team and learn about client service, data analysis, and operations management!