What does a successful Fraud and Dispute Associate do at Fiserv?
Are you detail oriented and customer-focused? Do you have an investigative mind prone to problem solving? If so, join Fiserv’s Issuer Dispute Operations team to make a real and direct impact on peoples’ lives!
As a Fraud & Dispute Specialist, you will provide support of Fiserv clients’ card portfolio chargeback programs (debit, credit, prepaid). You will investigate transactions that were applied to cardholders’ accounts in error, also known as a dispute or chargeback. After comparing multiple avenues of processing disputes or chargebacks, you will 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 cardholders. 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
- Be a continuous learner due to updated network regulatory requirements and client guidelines
- Monitor systems to detect possible fraudulent behavior related to card usage
- Contact cardholders to investigate possible fraud
- Deliver great customer experience with proper phone etiquette on inbound and outbound calls with clients and cardholders
- Track and action cases within timeframes based on regulatory guidelines and client requirements
- Make recommendations to implement changes in our continuous efforts to improve processes
- Understand compliance and verification procedures to effectively process cardholder information
- Respond to inquiries from internal and external stakeholders regarding chargeback requirements, system processing and functionality, dispute lifecycle, claim status, and data input
- Enter data into client-specific systems to accurately record and keep track of cardholder, card, transaction, and case information
What you will need to have:
- High school diploma or equivalent
- 1+ years of financial or customer service experience
- Proficient in Microsoft 365 (Outlook, Word, Excel, PowerPoint, Teams, OneDrive, SharePoint)
What would be great to have:
- Intermediate computer skills
- 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)
R-10341914
