Supervisor, Card Services, Digital Banking

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

📋 Description

• Oversee daily operations of card services, which includes managing debit card administration and providing support for dispute processing.

• Ensure accuracy, timeliness, and compliance with SLAs and internal procedures by monitoring team workflows.

• Offer guidance and support for complex card servicing or dispute-related challenges.

• Spot opportunities for process enhancements to improve operational efficiency and the customer experience.

• Manage the processes for ordering, replacing, and maintaining debit cards.

• Keep track of card inventory, as well as control tracking and distribution.

• Monitor and report on operational metrics such as activation rates, reissue volumes, and processing timelines.

• Collaborate with internal teams and third-party vendors.

• Supervise the processing of debit card disputes and ensure compliance with Regulation E.

• Track dispute SLAs and escalate issues as necessary.

• Maintain documentation and procedures related to dispute processing.

• Ensure compliance with internal policies, regulatory requirements, and card network rules.

• Assist with audits, internal reviews, and control activities.

• Identify operational challenges and escalate risks to leadership.

• Promote awareness of data privacy, security, and compliance.

• Supervise, coach, train, and develop the Card Services team.

• Analyze individual and team performance using data and KPIs.

• Recruit, select, onboard, and train new employees.

• Manage employee performance through development, coaching, and counseling.

⛳️ Requirements

• A High School Diploma is required.

• At least 5 years of experience in operations within a financial institution is required.

• A minimum of 2 years of supervisory experience is required.

• Experience with debit card services operations, including card administration and servicing tasks, is necessary.

• Required experience in debit card dispute processing, which includes chargebacks and Regulation E investigations, covering investigation timelines, provisional credit requirements, and dispute resolution standards.

• Strong knowledge of card network rules, specifically Mastercard and Pulse, along with their operational implications.

• Demonstrated attention to detail and ability to manage operational risks and controls effectively.

• Proficiency in Microsoft Office applications (Outlook, Word, PowerPoint, Excel).

• Excellent verbal, written, and interpersonal communication abilities.

• Strong organizational skills and meticulous attention to detail.

• Exceptional problem-solving and time management skills.

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

• Adaptable and capable of multitasking in a fast-paced environment.

• Ability to work independently as well as in a team setting; solution-oriented with a collaborative mindset.

🏝️ 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).

• Options for remote or hybrid work schedules for most positions.

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

• Paid subscriptions to Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and additional perks.

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