Supervisor, Debit Card Services

Job Description:

Position Summary:

The Supervisor, Debit Card Services is responsible for leading daily operations related to debit card and ATM services, ensuring efficient processing, system integrity, and high-quality member experience. This role supervises a team of specialists, oversees transaction monitoring and issue resolution, coordinates card inventory and ATM maintenance, manages vendor relationships, and monitors fraud and chargeback activity. The position ensures compliance with all applicable banking regulations, internal policies, and operational standards.

Primary Responsibilities and Duties:

• Oversee debit card instant issue production, activation and related services, acting as a subject matter expert
• Ensure seamless and secure transaction processing and resolve any operational issues that arise.
• Monitor and manage debit card-related metrics, ensuring service levels and performance standards are met or exceeded.
• NCAT/ATM and shared branching balancing
• Approve ATM check deposits and e-deposit images
• Maintaining employee credentials in various systems
• Adding/Removing terminals in Alloya and MasterCard Connect
• Collaborate with investigations to report suspected fraud
• Collaborate with vendors and other external partners to implement new solutions and improve existing services.
• Develop and maintain policies and procedures for payment services to ensure compliance and mitigate risk.
• Stay updated on regulatory changes and industry best practices and implement necessary changes to maintain compliance and operational efficiency.
• Oversee the resolution of payment disputes, ensuring timely and fair outcomes for members.
• Work closely with member service teams to address and resolve member inquiries and issues related to payment services.
• Develop and implement training programs for staff to ensure they are knowledgeable and capable of supporting members effectively.

Knowledge/Skills:

• Ability to coach, mentor, and manage teams.
• Strong problem solving, organizational and communication skills.
• Thorough knowledge of debit card payment processing, ATM ecosystem, EFT processing
• Knowledge banking regulations, fraud mitigation and security protocols
• Ability to manage multiple projects and priorities simultaneously.
• Interpersonal skills to work with internal and external stakeholders.
• Strong analytical skills, critical thinking, sound decision-making abilities.
• High-level of integrity, professionalism, and commitment to member service.
• Proficient in analyzing large datasets to identify trends, risks, and opportunities for improvement.
• Efficiently, effectively, and concisely communicate with members, peer leaders, and outside vendors.
• Ability to evaluate regulatory and legislative language and understand how it affects payments policy and practices.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Assume additional responsibilities as necessary for the continued growth and advancement of Everwise.

Minimum Requirements:

• Bachelor's degree or equivalent work experience
• 2+ years' experience in banking operations, debit card services, ATM operations, or related financial services function.
• Previous leadership + supervisory experience preferred.

Everwise is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.