The Card Services Manager is responsible for implementing the strategic direction and operations of the Card Services programs including Credit, Debit, Chargeback Analysis, ALP Analysis, Pre-Paid, Digital Wallet, Regulatory Guidelines, and Emerging Card Solutions. This position is a functional expert on initiatives and projects related to Card Services operations with a strong focus on efficient processing and new product development. The Card Services Manager will ensure adequate staffing, scheduling, and staff development.
Job Responsibilities:
- Ensure all operational processes are covered for the Cards operational areas to include efficient processes, up-to-date procedures, meet deadlines, and troubleshooting when systems are down. This position will require non-standard hours during a system event.
- Assist leadership with vendor management, program analysis, compliance, product enhancement recommendations, new product ideas, project implementations, and project support.
- Ensure all processes are compliant with regulatory guidelines to include, but not limited to, Nacha, Regulation E, Regulation Z, Regulation CC, and Regulation J. Additionally, remain current on upcoming trends in the Card Services industry.
- Ensure all disputes/fraud claims are worked timely in accordance with the applicable regulation with the objective to limit cardholder and the banks liability. This process requires chargeback analysis to ensure the bank mitigates friendly fraud and card processor review to confirm disputes are worked timely and within regulatory guidelines.
- Resolve escalated member concerns in a timely, accurate, and appropriate manner to include staff development to help de-escalate member complaint calls.
- Create a team working environment that is collaborative, experienced, and compliant. Additionally, ensure Card Services team receives routine job training to include fraud trends and red flag training.
- Assist leadership with regulatory audits, annual budget, policy updates, and reporting analysis. Additionally, ensure routine departmental quality audits are conducted.
- Monitor competitive products and services within Card Services industry and provide feedback to leadership team.
Required Education and Skills:
- Bachelors degree and/or equivalent experience and certifications is a plus.
- Minimum 3 years or more of financial institution experience within Card Services required.
- Experience within card industry including card processing, chargeback processing, card regulatory requirements, and risk management.
- Aptitude for cognitive and critical thinking skills along with sound decision-making to include prudent judgement and discretion.
- Aptitude to take Initiative and work independently with little or no supervision as well as the aptitude to prioritize, manage multiple daily tasks, delegate, and quickly act upon urgent matters.
- Effective leadership and communication skills to include effective collaboration, team building, and interpersonal skills.
- Experience with general accounting principles and GL balancing.