What does a great Fraud & Dispute Associate do at Fiserv?
As a Fraud & Dispute Associate, you will provide support to 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!
What you will do:
- Investigate, evaluate, and process disputes/chargebacks, contacting cardholders to investigate possible fraud.
- Understand compliance and verification procedures to effectively process cardholder information, while staying up to date on network regulatory requirements and client guidelines.
- Monitor systems to detect possible fraudulent behavior related to card usage and deliver great customer experience via inbound and outbound calls with clients and cardholders.
- Track and take action on cases within timeframes based on regulatory guidelines and client requirements, entering data into client-specific systems to accurately record and keep track of cardholder, card, transaction, and case information.
- Respond to inquiries from internal and external stakeholders regarding chargeback requirements, system processing and functionality, dispute lifecycle, claim status, and data input.
What you will need to have:
- High school diploma
- 0-2 years of financial or customer service experience
What would be great to have:
- 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)
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