Senior Manager, Card Services, Digital Banking

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise the daily functions of the Card Services department, facilitating debit card management and dispute resolution activities.

• Lead a diverse team responsible for card issuance, replacement, reissuance, and handling disputes.

• Ensure workflows are precise, efficient, and align with service level agreements (SLAs) and internal controls.

• Act as the operational subject matter expert, offering guidance and escalation support as needed.

• Manage card ordering, replacements, inventory oversight, and program maintenance tasks.

• Develop controls for inventory forecasting, monitoring, and preventing shrinkage.

• Track and report on the performance metrics of the debit card program.

• Collaborate with internal stakeholders and external vendors to enhance program stability and customer experience.

• Oversee the complete debit card dispute process, including chargeback submissions.

• Ensure adherence to Regulation E investigation timelines, provisional credit requirements, and final resolution standards.

• Maintain procedures, workflows, and operational controls related to disputes.

• Monitor dispute SLAs and Regulation E deadlines; implement necessary corrective measures.

• Collaborate with Fraud, Risk, and Compliance teams on responsibilities related to dispute processing.

• Ensure compliance with regulatory mandates, Mastercard network guidelines, internal policies, and audit standards.

• Act as the primary operational contact during audits, examinations, and reviews.

• Assist with audit requests, issue resolution, and enhancements to controls.

• Identify operational risks and bolster controls.

• Manage, mentor, and develop predominantly remote Card Services personnel.

• Encourage ownership, precision, and regulatory awareness among team members.

• Support training initiatives for staff.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• Bachelor’s Degree in business, finance, or a related discipline, or equivalent experience is required.

• At least 7 years of experience in operations within a financial institution is required.

• Minimum of 5 years of leadership/management experience is required.

• Experience in debit card services operations, including administration and servicing tasks.

• Proficiency in debit card dispute processing, encompassing chargebacks and Regulation E investigations.

• Familiarity with card network rules, particularly those of Mastercard.

• Experience collaborating with Risk, Compliance, Audit, and third-party vendors in a regulated banking context.

• Experience with Marqeta debit card products is preferred.

• Ability to manage operational risks and controls effectively.

• Proficiency in Microsoft Office applications: Outlook, Word, PowerPoint, and Excel.

• Strong verbal, written, and interpersonal communication abilities.

• Excellent organizational skills with a keen attention to detail.

• Strong problem-solving and time management capabilities.

• Self-motivated, self-directed, and results-driven.

• Adaptable and capable of multitasking in a dynamic environment.

• Ability to work autonomously as well as collaboratively within a team.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance plans.

• 4 weeks of paid time off (PTO).

• 401k plan with company matching.

• Metro SmartTrip benefits ($50/month).

• Flexible remote or hybrid work arrangements for most roles.

• Incentives for purchasing solar panels, electric vehicles, biking to work, and more.

• Paid subscriptions to services like Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and additional benefits.

• Recognized as a Top Workplace by The Washington Post for four consecutive years (2023-2026).