Sr Research and Disputes Associate – Chargebacks

About the role

As a Senior Research and Disputes/Chargebacks Associate, you will investigate payment disputes and chargeback-related activity to support accurate, timely resolution for clients and cardholders. You will work with internal operations partners, client-facing teams, and established procedures to review transaction details, document findings, and resolve exceptions. Your work helps reduce risk, maintain service levels, and support trusted payment experiences.

Responsibilities

• Review disputes, research requests, and chargeback cases to determine appropriate next steps based on established policies, procedures, and network requirements
• Investigate transaction activity by analyzing account details, case documentation, supporting records, and system data to identify facts and resolution paths
• Process dispute and chargeback activities within required timeframes while maintaining accuracy, completeness, and documentation standards
• Communicate case status, required actions, and resolution outcomes to internal partners and support teams using clear and accurate documentation
• Identify exceptions, trends, or processing issues and escalate items that require additional review, guidance, or risk mitigation
• Maintain organized case records and update applicable systems to reflect actions taken, research completed, and final dispositions
• Support service and operational goals by balancing productivity, quality, and turnaround expectations across assigned work queues

Requirements

• Experience using case management systems, payment processing platforms, spreadsheet tools, and business applications to document research, track activity, and complete assigned work
• Ability to analyze transaction details, identify discrepancies, and apply documented rules with accuracy in a deadline-driven environment
• 2+ years of an equivalent combination of educational background, related experience and/or military experience

Qualifications

• Experience supporting card dispute or chargeback processes in a debit, credit, or merchant services environment
• Familiarity with card network rules, payment exception processing, or back-office financial operations
• Experience working in a production-based operations environment with quality and turnaround metrics
• 2+ years of experience in disputes, chargebacks, payment operations, banking operations, financial services operations, or a related transactional processing environment
• 2+ years of experience researching transactional issues, reviewing account or payment records, and resolving exceptions using documented procedures and service level requirements

Skills

• Strong analytical and problem-solving skills
• Excellent communication and documentation skills
• Attention to detail and ability to meet deadlines

Benefits

At Fiserv, we offer a comprehensive benefits package including health insurance, retirement plans, and paid time off. We also provide opportunities for professional development and growth within our organization.

Pay

$35,000.00 - $42,500.00 per year. Salary range applies to employees in Maryland. Pay ranges for employees in other states may differ.

Schedule

Monday-Friday, 7am-3:30pm