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!
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
High school diploma or equivalent
1+ years of financial or customer service experience
Proficient in Microsoft 365 (Outlook, Word, Excel, PowerPoint, Teams, OneDrive, SharePoint)
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)
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
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!
In order to protect our Fiserv community, Fiserv requires all newly hired employees in the United States to be fully vaccinated before their start date. Proof of vaccination will be a condition to hiring. Fiserv complies with all applicable laws regarding the reasonable accommodation of individuals with disabilities and/or sincerely held religious beliefs.
Fiserv is a global leader in financial services technology solutions. We're helping more than 12,000 clients worldwide create and deliver experiences for a digital world that's always on. Solutions that enable today's consumer to move and manage money with ease, speed and convenience. At the point of thought.