Supervisor, Card Services

GENERAL DESCRIPTION OF POSITION
The Supervisor, Card Services is responsible for overseeing the daily operations of the Card Services department to ensure effective and efficient operations, while adhering to all Bank policies and procedures, federal regulations and applicable laws. This includes monitoring activities and supervision of departmental functions including, but not limited to, the Bank’s debit and credit card programs, the handling of Reg E disputes for debit and credit cards, the credit card rewards program, and the ATM/ITM fleet. The Supervisor, Card Services plays a key role in enhancing customer satisfaction, operational efficiency and financial accuracy.

ESSENTIAL DUTIES AND RESPONSIBILITIES
•Ensure staff effectiveness by monitoring and ensuring that all essential job responsibilities are performed accurately and on time, in accordance with bank policies, regulations, and internal controls.
•Build and maintain a high-performing team, providing leadership, coaching, and direction to create a motivated and skilled workforce.
•Develop staff skills to align individual knowledge and capabilities with job functions and performance expectations, fostering professional growth and team cohesion.
•Manage the Bank’s credit card program, overseeing existing products/services, implementing new offerings, assisting with marketing initiatives, and ensuring excellent customer service for both new and existing credit card holders.
•Ensure credit card products and services remain competitive by staying abreast of industry standards and market changes, while educating customers on proper usage and maximizing benefits.
•Administer the debit and credit card fraud monitoring programs, ensuring the detection and prevention of fraud activities and safeguarding customer accounts.
•Provide solutions and support to Retail staff for customer issues related to credit card inquiries, disputes, and new account openings.
•Assist in balancing general ledger accounts associated with ATMs, ensuring that all ATM-related financial activities are tracked and reconciled correctly.
•Oversee Reg E error investigations, ensuring compliance with regulatory standards and maintaining accurate records for audit and regulatory purposes.
•Coordinate with armored carriers for the service of ATMs/ITMs, ensuring that cash levels are properly maintained and the machines are fully operational.
•Manage the card instant issuance program, ensuring smooth operations and timely issuance of cards across branches.
•Develop and implement standardized departmental policies and procedures for operational functions that comply with regulations, internal controls, and industry best practices.
•Act as a subject matter expert on all matters related to card services and ATM operations, providing guidance and insight to staff and other departments.
•Resolve escalated operational issues, providing timely solutions to complex problems and ensuring customer satisfaction and operational continuity.
•Monitor ATM/ITM fleet performance, ensuring maximum uptime by reviewing alert messages, managing trouble tickets, and resolving operational issues.
•Ensure adequate ATM/ITM cash levels by monitoring cash availability, working with Retail Administration to optimize replenishment schedules and cash limits, ensuring uninterrupted service.
•Perform other duties as assigned.

EDUCATION AND EXPERIENCE
Knowledge of a specialized field (however acquired), such as basic accounting, computer, etc. Equivalent of four years in high school, plus night, trade extension, or correspondence school specialized training, equal to two years of college.

EXPERIENCE GENERAL
5 years related experience and/or training.

EXPERIENCE MANAGEMENT
19 to 23 months related management experience.