Fiserv

Direct Express Operations Control Support Specialist

Fiserv

full-time

Posted on:

Location Type: Office

Location: Berkeley Heights • New Jersey, New York • 🇺🇸 United States

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Salary

💰 $78,000 - $124,800 per year

Job Level

Mid-LevelSenior

About the role

  • Ensure that all operational processes—such as card production, fulfillment, call center performance, dispute resolution, fraud monitoring, and compliance adherence—run seamlessly in a steady-state environment.
  • Monitor key performance indicators, troubleshoot operational issues, and collaborate with internal teams and external vendors to resolve problems quickly.
  • Collaborate with banking partners to monitor, manage, and ensure compliance with established Service Level Agreements (SLAs).
  • Support cardholder experience by overseeing processes that ensure accurate, efficient, and customer-focused service delivery across all touchpoints.
  • Track call center service levels and escalate issues impacting customer experience.
  • Support processing of Reg E disputes and fraud alerts within defined SLAs.
  • Maintain accurate logs and assist in root cause analysis for recurring issues.
  • Ensure adherence to Treasury, OCC, and AML requirements in operational workflows.
  • Prepare and validate operational reports for internal and external stakeholders.
  • Track KPIs such as card activation rates, transaction success, and call center metrics.

Requirements

  • Associate’s degree in business, Operations, or related field.
  • 3 years in operations support within financial services or payment processing.
  • Familiarity with regulatory frameworks (Reg E, AML) preferred.
  • Basic understanding of ACH file transmissions and settlement flows.
  • Exposure to fraud detection or dispute resolution workflows is a plus.
  • Must currently possess valid and unrestricted U.S. work authorization to be considered for this role.
Benefits
  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
operations supportdispute resolutionfraud monitoringReg E processingACH file transmissionssettlement flowsperformance monitoringroot cause analysisreport preparationKPI tracking
Soft skills
collaborationproblem-solvingcustomer-focused servicecommunicationorganizational skills
Certifications
Associate’s degree