Fraud & Disputes Manager

Calling all innovators – find your future at Fiserv. We’re a global leader in Fintech and payments, connecting financial institutions, corporations, merchants, and consumers millions of times a day. We move money and information quickly, reliably, and securely, powering everyday transactions like credit card swipes, mobile payments, and ATM withdrawals.

About the role

As a Fraud and Disputes Manager, you will lead a team responsible for transaction dispute resolution and payment fraud case management across the full case lifecycle. You will partner with risk, operations, compliance, and vendor teams to improve workflow performance, reduce chargeback losses, support incident reporting, and deliver accurate, timely resolutions for cardholders and clients using Quavo and related payment processes.

In this role, you will develop and implement strategies that strengthen service delivery, support team effectiveness, and advance key operational priorities. You will work across teams to resolve issues, improve processes and controls, and deliver outcomes that build client trust and create value for the business.

Responsibilities

• Lead, coach, and develop a team of fraud analysts and dispute specialists, including setting performance expectations, providing feedback, and supporting career development
• Manage daily fraud and dispute operations across intake, investigation, chargeback processing, representment, and case resolutions to meet service level and quality targets
• Establish, monitor, and report on key performance indicators including turnaround times, case quality, productivity, and loss trends to improve team performance and operational outcomes
• Forecast dispute and fraud case volumes, align staffing to workload demands, and adjust team priorities to support coverage during peak periods
• Review and resolve complex or high-value escalations involving cardholder disputes, fraud claims, and network timeframes in accordance with internal policy and regulatory requirements
• Optimize Quavo Fraud & Disputes workflows by identifying automation opportunities, refining routing logic, and partnering with vendor teams on platform updates and configuration changes
• Partner with risk management, compliance, and payments stakeholders to identify fraud trends, support rule changes, and maintain adherence to Regulation E, Regulation Z, and card network dispute requirements

Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Requirements

• 6+ years of experience in card payments, banking operations, fraud mitigation, dispute processing, or chargeback management within a financial services environment
• 2+ years of experience managing and developing teams in financial operations, payments operations, fraud operations, or contact center environments
• 6+ years of experience using case management platforms and operational workflows to investigate, route, and resolve transaction disputes, including experience with Quavo Fraud & Disputes (QFD®) or similar dispute management platforms
• 6+ years of experience applying Regulation E, Regulation Z, and card network chargeback and arbitration rules in dispute or fraud operations
• Experience analyzing operational metrics, case volumes, and quality results to improve service delivery, reduce losses, and support process improvements
• Bachelor's degree or higher in Finance, Business Administration, Operations, or related field or equivalent combination of education, related experience and/or military experience

Preferred Qualifications

• Experience partnering with vendor account teams to implement system enhancements, workflow changes, or custom platform configurations
• Experience supporting fraud strategy updates through rule tuning, trend analysis, or collaboration with risk management teams
• Experience in debit card, credit card, or consumer banking dispute environments
• Experience leading process improvement initiatives in highly regulated payments operations

Schedule

This role is on-site Monday through Friday. Fiserv considers in-person collaboration essential for this position to support onboarding and productivity.

Candidates must provide documentation verifying U.S. citizenship or lawful permanent resident status and successfully complete an FBI fingerprint-based background investigation.

You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas or requiring sponsorship will not be considered.

Benefits

• Fuel Your Life program supporting physical, financial, social, and emotional well-being
• Paid holidays and generous time away policies
• No-cost mental health support through Employee Assistance Programs
• Living Proof program to recognize peers’ efforts with redeemable rewards
• Eight Employee Resource Groups to foster collaboration and networking
• Professional growth opportunities including training, development, and internal mobility
• Medical, dental, vision, life, and disability insurance options available from day one
• Retirement planning including 401k match and discounted shares with the Employee Stock Purchase Plan
• Tuition assistance and reimbursement program
• Paid parental and military leave

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.