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Job Title
Manager, Fraud Customer Service - Money Network
About your role:
As the Fraud Customer Service Manager for Money Network, you lead supervisors and front-line associates who support fraud-related inquiries and cases to ensure performance, quality, compliance, and service excellence. You collaborate with Fraud Operations, Risk, Compliance, and partner clients to align on policies and regulatory requirements. Your leadership strengthens operational discipline, advances fraud prevention, and builds a high‑engagement culture that achieves Service Level Agreements (SLAs) and improves customer outcomes.
What you'll do:
- Lead Money Network Fraud support operations and provide day-to-day oversight of fraud inquiry handling to meet Service Level Agreements (SLAs), quality, and compliance targets.
- Direct triage, workload assignment, and escalation management to ensure timely investigation and resolution of fraud cases and disputes.
- Coach, mentor, and develop supervisors and associates, setting clear goals, conducting regular 1:1s, and providing actionable feedback and career guidance.
- Administer performance management processes, including evaluations, improvement plans, and corrective actions aligned to company policies.
- Partner with Fraud Operations, Risk, Compliance, and partner clients to maintain alignment with fraud policies, dispute processes, and regulatory requirements.
- Monitor and analyze key fraud metrics—case volume, Average Handle Time (AHT), authentication accuracy, First Contact Resolution (FCR), and fraud-loss impact—and implement improvement plans.
- Conduct call and case quality reviews; strengthen documentation standards and intake accuracy; report emerging trends and escalate risk issues.
- Participate in recruiting, interviewing, and hiring; onboard talent and foster a high‑engagement, high‑integrity culture.
- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Experience you'll need to have:
- 6+ years of experience in fraud or dispute operations within payments or financial services leading contact center teams that handle fraud inquiries and cases or equivalent combination of educational background, related experience and/or military experience.
- Experience managing and developing teams of supervisors and front-line associates.
- Experience delivering against SLAs, quality, and compliance targets using case management and workforce management (WFM) systems and Microsoft Office for analysis and reporting.
- Experience applying regulatory requirements to fraud and dispute handling (e.g., Regulation E) and documenting decisions to audit standards.
- Experience analyzing fraud patterns and key performance indicators to reduce loss and improve First Contact Resolution (FCR), authentication accuracy, and Average Handle Time (AHT).
Experience that would be great to have:
- Experience implementing process improvements using Lean or Six Sigma methods or equivalent approaches.
- Experience with fraud and quality platforms (e.g., NICE, Verint) and case management systems or similar tools.
- Experience with dispute chargeback processes and collaboration with card networks or partner clients.
- Ability to make risk-based decisions using defined thresholds and escalation criteria; strong verbal and written communication skills.
- Bachelor’s degree or higher in Business, Risk Management, Operations, or related field.
How you'll work:
- This role requires use of a computer and audio equipment.
- This role requires flexibility to work overtime, including weekends and holidays.
Travel: This role requires regular travel (10 - 25%).
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 your 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 redeemable for rewards.
- Eight Employee Resource Groups to foster a collaborative culture and expand your network.
- Unparalleled professional growth with training, development, and internal mobility opportunities.
- Medical, dental, vision, life, and disability insurance options available from day one.
- Retirement planning and discounted shares with the Employee Stock Purchase Plan.
Tuition assistance and reimbursement program
Salary Range:
$75,000.00-$108,000.00
These pay ranges apply to employees in Maryland. Pay ranges for employees in other states may differ. Certain Positions are Commissions eligible.
It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.
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 AskHR.US@fiserv.com. 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.
