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Carl Schwilm

@carlschwilm

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Fraud and dispute operations manager driving automation, compliance, and measurable cost savings.

United States

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What I'm looking for

I’m seeking a senior operations role where I can lead dispute and fraud teams, scale automation initiatives, ensure regulatory compliance, and deliver measurable cost savings.

I am a Fraud and Dispute Operations Manager with over 10 years of banking and fintech experience, specializing in Visa and Mastercard dispute lifecycles, team leadership, and process automation. I oversee daily execution and stability of 48 RPA automations that generate 76 FTE in annual savings, and I’ve personally led requirements gathering for nine automations to close critical workflow gaps.

I direct settlement and financial recovery across multiple networks and applications, recovering approximately $1.5 million annually while managing ~700 monthly settlement exceptions and departmental write-offs. I lead a cross-functional team of 15 Dispute Analysts, drive 100% SLA and regulatory adherence, and partner with technology teams to design scalable, compliant solutions that improve operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Fraud & Dispute Manager

Current

Fiserv

Jul 2023 - Present (2 years 7 months)

Manage daily execution and stability of 48 automations delivering 76 FTE annual savings; lead a 15-person dispute team to ensure 100% SLA and network regulation adherence and recover ~$1.5M annually through settlement and financial recovery.

Team Leadership Process Automation SLA Management Cross Functional Collaboration

Supervisor, Client Support

Fiserv

Nov 2019 - Jun 2023 (3 years 7 months)

Supervised client support operations, led process innovation and requirements gathering for automations bridging business and developers to resolve workflow bottlenecks.

Process Improvement Requirements Gathering Stakeholder Management Team Supervision Cross Functional Communication

Chargeback Analyst

U.S. Bank

Dec 2018 - Nov 2019 (11 months)

Processed end-to-end Visa and Mastercard cases, trained new hires on chargeback lifecycles and platforms, and served as subject matter expert for escalations and complex case decisioning.

Chargebacks Training Escalations Case Management Platform Support

Claims Examiner

EXL

Apr 2014 - Nov 2018 (4 years 7 months)

Managed variable annuity claims from notification of death to settlement, prepared critical correspondence and documentation, and provided high-touch beneficiary and broker support.

Claims Processing Client Communication document preparation Regulatory Compliance Mentorship

Customer Relationship Manager

Bank of America

Jun 2012 - Sep 2012 (3 months)

Served as single point of contact for FHA mortgage portfolio in loss mitigation, guiding borrowers through retention and liquidation options while ensuring compliance timelines.

Loss Mitigation Customer Relations Mortgage Servicing Documentation Management Compliance Communication Process Management

Contact Center Specialist

Citizens Bank

Aug 2010 - Jun 2012 (1 year 10 months)

Resolved inbound customer account issues, developed Excel calculators used across teams, and led initiatives that improved productivity and reduced average handle time.

Contact Center Operations Microsoft Excel Customer Service Performance Improvement Coaching Sales Support