Direct Express Operations Control Support Specialist

Direct Express Operations Control Support Specialist

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.

What does a successful Direct Express Operations Control Support Specialist do at Fiserv?

You will ensure that all operational processessuch as card production, fulfillment, call center performance, dispute resolution, fraud monitoring, and compliance adherencerun seamlessly in a steady-state environment. The role involves monitoring key performance indicators, troubleshooting operational issues, and collaborating with internal teams and external vendors to resolve problems quickly.

What you'll do :

• Collaborate with banking partners to monitor, manage, and ensure compliance with established Service Level Agreements (SLAs), driving operational excellence and timely issue resolution
• 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.

Experience you will need to have :

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 experiences help you with your overall onboarding experience and leads to stronger productivity.

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 :

Salary Range $78,000.00 - $124,800.00 These pay ranges apply to employees in New Jersey and New York. Pay ranges for employees in other states may differ. It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran. This position is not eligible for an annual incentive opportunity and is also not eligible to earn commissions.

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.

Warning about fake job posts :

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.