Fiserv · 11 hours ago
Manager, Fraud Customer Service - Money Network
United States
Full-time
Remote
Mid, Senior Level
$75K/yr - $108K/yr
6+ years expFiserv is a global leader in Fintech and payments, seeking a Fraud Customer Service Manager for Money Network. The role involves leading a team to handle fraud-related inquiries, ensuring compliance and service excellence, while collaborating with various departments to align on policies and improve customer outcomes.
FinanceFinTechInformation TechnologyFinancial ServicesInformation Services
No H1B
U.S. Citizen Only
Responsibilities
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
Qualification
Required
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)
Preferred
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
Benefits
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
Company
Fiserv
Fiserv is a provider of technology solutions to the financial services industry.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$2.48BKey Investors
BlackBird Financial LP
2026-01-06Post Ipo Equity
2025-04-29Post Ipo Debt· $2.48B
1986-10-03IPO
Leadership Team
Michael Lyons
President and CEO-Elect, Fiserv
Robert Hau
EVP, CFO
Recent News
2026-02-11
Bizjournals.com Feed (2025-11-12 15:43:17)
2026-02-11
2026-02-11
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