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Calling all innovators – find your future at Fiserv.

We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

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 authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.

Benefits at Fiserv:

+ Fuel Your Life program to support 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 your peers’ extra effort with points used for rewards

+ Eight Employee Resource Groups to foster a collaborative culture

+ Unparalleled professional growth with training, development, and internal mobility opportunities

+ Retirement planning and discounted shares with the Employee Stock Purchase Plan

+ Medical, dental, vision, life, and disability insurance options available day one

+ Tuition assistance and reimbursement program

+ Paid parental, caregiver, and military leave

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island or Washington.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

_Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate._

Thank you for considering employment with Fiserv. Please:

+ Apply using your legal name

+ Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Equal Opportunity:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact [email protected] . Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.