Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Manage the daily functions of the Card Services Department to ensure that the needs of the members and employees are met and key performance standards are maintained
Ensure exceptional service provided by Card Services associates to members and internal customers
Oversee the card dispute process in a compliant and operationally sound manner, recommend operational improvements as necessary
Evaluate the card portfolio regularly for opportunities to enhance active participation in card usage and make recommendations to management for campaigns designed to increase activity; takes active leadership role in the implementation of said campaigns by connecting with appropriate departments for support
Recommend new card products and services along with enhancing existing programs that will assist us in achieving goals and enhancing members' financial lives.
Prepare timely reports of activity within the Card Services Department for the use of management, alerting management to changes in trends or identified areas that may need attention
Monitor and maintain fraud control programs and procedures; Analyze card fraud loss data to identify trends and develops strategies to proactively minimize future exposures and losses in collaboration with relevant departments
Develop and implement risk management tools to identify or prevent card and ATM fraud in conjunction with BSA/Fraud Department
Coach, train, motivate, and supervise the Card Services Department Assistant Manager, Team Leaders, and Staff on a consistent basis with documented coaching plans for all employees
Manage vendor relationships effectively to ensure the bank is current with available options and is regularly receiving feedback on performance and how to improve card services. Partner with Information Systems on shared vendors to ensure maximum optimization of services
Review and resolve card related issues, concerns, requests, problems, and complaints received from members
Maintain current knowledge and future developments relevant to the Card Services, proactively seeks industry knowledge to ensure the bank is instituting best practices
Maintain written procedures for the Operations Department which are reviewed annually and updated with changes to process
Ensure the bank's Service Initiatives are maintained and exceeded to both internal and external members.
Perform other job-related duties as assigned by Managers(s).
Job Competencies:
Excellent verbal/written communication skills
Ability to handle multiple priorities
Proven ability to manage complex projects
Education and Experience Requirements:
Bachelor's degree or its equivalent in coursework or training
Five years managerial experience
Broad knowledge of back-office procedures in customer service, account servicing, ATM, and Credit/Debit programs
Minimum of 5 years progressive experience in financial institution operations (preferably card services experience) including management
