What does a successful Director, Disputes Operations do at Fiserv?
As a successful Director of Disputes Operations, you will be responsible for developing and executing operational processes and practices to ensure that disputes work is handled efficiently and with good quality, while delivering an exceptional customer experience.
What you will do:
Lead a team of disputes investigators
Identify and execute on enhancements to current operational practices
Develop prioritization for multiple channels of work
Establish and/or refine operational procedures and supporting documentation to ensure uniform work/results across the team
Establish operational metrics and KPIs
Lead, coach and develop team members for success in their current and future roles
Provide training and coaching on performance when needed
What you will need to have:
Bachelor’s degree in Business, Finance or related field
7+ years of related work experience in Fin Tech, Ecommerce, Banking, and or disputes prevention
7+ years of disputes or customer service operations experience
5+ years of experience leading, managing and influencing people
Strong interpersonal skills; comfortable interacting with team members of all levels
Strong team collaboration skills
Ability to take initiative and work independently under tight timelines
What would be great to have:
- Experience developing best practices for prioritizing multiple disputes work channels, ensuring that the most impactful work is completed on a daily basis.
- Experience partnering with other departments within Money Network to create a uniform customer journey and experience for our cardholders who engage in our disputes verification process.
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.
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