Job Description

Calling all innovators - find your future at Fiserv.Were 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, were involved. If you want to make an impact on a global scale, come make a difference at Fiserv.Job Title Lead Specialist, Client Tech Support:What Does a great Team Lead, Disputes and Fraud Analysis do at Fiserv?As the Team Lead for Disputes and Fraud Analysis, your responsibilities include leading analysts, managing disputes, ensuring compliance, and protecting the organization from financial losses. You will oversee the delivery of products and services to clients, meeting SLAs and KPIs. Develop operational relationships, drive client satisfaction, and coordinate resources across business units for client operational issues.What You will do:

• Plan staffing, People and Quality Management, schedules, and service level results across multiple product lines and sites in collaboration with Workforce, Finance, HR, and Training & Organizational Development.
• Manage service level results across multiple product lines using budget, forecasting, resource allocation, and best practices.
• Establish and oversee new procedures to address areas needing improvement and implement programs supporting production and quality balance.
• Develop customer educational programs and act as a customer service advocate.
• Lead matrix teams on projects and process improvement initiatives.
• Partner with other organizations to ensure client satisfaction by serving as a point of contact for Account Development Partners, participating in client visits, and resolving client issues.
• Establish and maintain industry relations and provide assistance to support groups to enhance procedures, products, and systems used by staff.
• Perform management functions such as interviewing, hiring, reviewing, scheduling, monitoring, and developing associates.
• Lead and supervise a team of analysts responsible for fraud detection and dispute resolution.
• Oversee the resolution of customer disputes in a timely and efficient manner.
• Ensure all processes and procedures adhere to company policies and regulatory requirements.
• Provide training and guidance to team members on fraud detection techniques and dispute resolution strategies.
• Prepare and present reports on fraud trends, dispute resolutions, and team performance to management.

What you will need to have:

• Experience in Fraud and Dispute environment with two years of supervisory or leadership experience.
• Credit/Debit card regulations, Chargeback, MasterCard/Visa Disputes life cycle understanding.
• Strong familiarity with dispute and fraud related softwares.
• Proven experience in fraud analysis, dispute resolution, or a related field.
• Banking or Payment experience is supportive.
• Card Services Dispute and Fraud Experience Required.

What would be great to have:

• Working knowledge of MS Office (Word, Excel, PowerPoint, Access), internet, and Outlook preferred.
• Strong leadership and communication skills.
• Effective public presentation skills.
• Diligent Time Management and analytical skills.
• Analytical mindset with the ability to make data-driven decisions.
• Knowledge of industry regulations and best practices in fraud prevention.

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).

What you should know about us:Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune\xc2\xae magazine's "World's Most Admired Companies" 9 of the last 10 years, one of Fast Companys Most Innovative Companies, and a top scorer on Bloombergs Gender-Equality Index, we are committed to innovation and excellence.Our commitment to Diversity and Inclusion:We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.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 business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We wont ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also wont send you a check to cash on Fiservs behalf.If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local law enforcement.

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