Calling all innovators – find your future at Fiserv.
We’re 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, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.
Job Title
Sr Research and Disputes Associate II - PAT
About your role:
- You will join an operations team at Fiserv that supports payment dispute and chargeback workflows for enterprise clients, focusing on accuracy, timeliness, and adherence to network service levels. The role centers on keeping automated and manual dispute processes running smoothly, resolving exceptions, and delivering reliable operational reporting. Your work ensures clients’ payments and dispute outcomes meet contractual network and service expectations.
What you’ll do:
- Manage and resolve exceptions in automated chargeback and dispute processes, working with RPA workflows and exception queues.
- Perform end-to-end research and processing of disputes from case creation through resolution and representment where required.
- Validate and maintain team metrics (available-to-work, output goals, output achievements) and share accurate performance data with the team daily.
- Lead workflow distribution and inventory management to meet network timeframes and internal service levels; escalate and resolve complex client concerns.
- Analyze current cross-team workflows to identify bottlenecks, redundancies, and opportunities for process improvement.
- Gather, interpret, and report production data to optimize efficiency, quality, and cost-effectiveness; produce operational dashboards and regular management reports.
- Collaborate with peer teams, operations leads, and client service managers to align operational changes with client SLAs.
- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Experience you’ll need to have:
- Experience in operational reporting and dashboard creation using Excel, Power BI, or similar reporting tools.
- Quality analysis experience, including QA sampling and operational quality metrics
- Experience in transaction data analysis using SQL
- Advanced proficiency with Microsoft Excel (pivot tables, XLOOKUP) and Power BI
- High school diploma or 2+ years of equivalent combination of educational background, related experience, and/or military experience.
Experience that would be great to have:
- Experience in card chargeback and dispute processing
- Experience in Robotic Process Automation (UiPath or Automation Anywhere) for exception handling.
- Experience with case management and dispute platforms (IDS, ServiceNow, Salesforce Service Cloud).
- Familiarity with IDS (internal dispute system) and other dispute ticketing platforms.
- Certifications or coursework in UiPath, Automation Anywhere, Lean Six Sigma, or data analysis.
- Experience collaborating with stakeholders across operations and client services to implement process changes.
How you’ll work:
- This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experience helps you with your overall onboarding experience and leads to stronger productivity.
- This role requires the use of a computer and audio equipment.
- You will work an assigned schedule of Monday to Friday normal business hours.
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 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 used for rewards
- Eight Employee Resource Groups to foster a collaborative culture
- Unparalleled professional growth with training, development, and internal mobility opportunities
- Retirement planning and discounted shares with the Employee Stock Purchase Plan
- Medical, dental, vision, life, and disability insurance options available day one
- Tuition assistance and reimbursement program
- Paid parental, caregiver, and military leave
Salary Range:
$39,000.00-$46,500.00
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.
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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.