Job Description
The Debit Card Services Manager is responsible for managing, directing, and coordinating debit card and debit card dispute functions including customer service, resolution of operational and software problems, and product enhancement and development. He or she oversees all operations related to debit card services, ATM hardware, and network activity with direction from the Vice President Processing Center Manager as needed. The Debit Card Services Manager ensures an efficient, effective, and professional service experience for all customers. He or she makes recommendations for new product offerings as well as changes and enhancements to the existing product offering; assists with marketing and employee training for new and existing bankcard products; assists branch personnel with maintaining appropriate instant issue debit card stock, resolving card errors, printer faults, and ATM repairs and maintenance; professionally responds to customer emails and telephone calls in regards to Zelle, ATMs, and debit cards; and oversees debit card and Zelle dispute processing activities. The Debit Card Services Manager performs miscellaneous duties as required and ensures that all functions are completed in accordance with legal and regulatory compliance and Regulation E in particular. In addition, he/she supervises, schedules, assists, trains, and appraises assigned personnel.
Qualifications
- High school diploma or GED required; Bachelor's degree in accounting, finance, or a related field preferred
- At least five years of experience in bankcard processing or a related industry required
- Strong knowledge of ATM hardware and network operations required
- Strong understanding of data communication, systems, and telecommunications required
- Supervisory experience strongly perferred
- Excellent written and verbal communication skills
- Must have the ability learn and adapt to new technologies
Responsibilities
- Develops, implements, and maintains card services procedures for debit and gift card servicing needs and ATM operations
- Coordinates and oversees debit, ATM, and prepaid card activities
- Coordinates and oversees ATM operations including cash management and balancing responsibilities
- Oversees card issuance and reissuance including instant issue services
- Reviews and resolves special card related issues, concerns, requests, problems, and complaints received from customers
- Manages vendor relationships for card processing and ATM services
- Administers debit card, prepaid/gift card, and ATM processing system changes, implementations, and problem resolution and develops and implements special projects such as new account acquisitions, card activation and usage, and changes to terms and conditions
- Prepares reports for management and other departments regarding relevant issues
- Develops policies and procedures for debit, Zelle, pre-paid and gift card, and ATM programs
- Works with sales teams to promote debit and pre-paid card programs to customers
- Develops and implements risk management tools to identify or prevent card and ATM fraud
- Coordinates dissemination of information and law enforcement notifications and communications with the Corporate Security Officer to mitigate losses
- Implements card program changes including statement messages, statement inserts, product parameter changes, debit and ATM card reissues, and monitoring/ordering of card stock
- Maintains the professional reputation of D.L. Evans Bank
- Ensures all debit card and Zelle disputes are appropriately resolved and manages daily provisional credit and reversal entries for Debit Card disputes
- Ensures customer communications are sent within required time frames
- Ensures that the Fraud/Non-Fraud Dispute form is completed as required and manages fraud rules through Fiservs Risk management service in ClientCentral
- Ensures all Debit Card dispute communications are scanned into the Bank’s archival system (LaserFiche)
- Completes and submits charge-off reports to the Board of Directors as necessary
- Ensures personnel understand and follow security and confidentiality measures related to Debit Card dispute processing
- Meets with relevant management personnel to evaluate Debit Card dispute policies, procedures, and projects in order to establish goals and objectives
- Makes recommendations for enhancements and procedural changes to ensure maximum efficiency of debit card and Zelle dispute processing
- Maintains gift card inventory, orders new cards to replenish inventory as needed, and monitors gift card sales and fee accounts
- Orders debit cards and performs account maintenance and input and activates cards, performs “hotcard” functions, orders PIN numbers, processes address changes, etc.
- Answers questions for customers, branch personnel and management regarding debit cards (i.e., balance and payment information, pin resets, etc.)
- Prints and reviews daily reports, ensures that the reports reflect the appropriate action, and checks for coding errors and research questions, problems, etc.
- Provides recommendations to management regarding product enhancements, changes, and new offerings
- Analyzes card fraud loss data to identify trends, develops strategies to proactively minimize future exposures and losses, and monitors and maintains fraud control programs and procedures
- Assists with new ATM set-ups with FISERV as needed
- Investigates outages in ATMs and balances branch ATMs to electronic journals and/or ledgers when necessary
- Receives calls when ATM machines malfunction, serves as the contact person for maintenance of ATMs, and ensures that appropriate vendors are contacted regarding ATM repairs and updates ATM repair tickets in ClientCentra
- Monitor ATM activity through the Cook Command Center and assists with researching fraudulent ATM transactions
- Serves as the contact person for branch personnel and fields ATM questions and takes necessary steps to resolve ATM problems and restore machines to working order
- Assists with Central Vault process to ensure that new ATM’ are placed on the schedule for appropriate cash replenishment and initial cash loads
- Ensures branch personnel are appropriately educated and trained regarding Bank products and services related to debit cards, Zelle, ATM machines, and gift cards and provides training and develops support materials as needed
- Effectively communicates policy changes with appropriate personnel and coordinates the implementation and development of new electronic banking products and programs
- Works with the Marketing Department in order to build and market Zelle and debit card programs
- Assists Vice President Processing Center Manager in developing short and long term goals and plans for debit card services and Zelle
- Provides leadership to department personnel through effective objective setting, delegation, and communication and works with employees to establish and meet department and individual goals
- Completes required reports and records accurately and promptly
- Attends and participates in meetings and committees as required
- Serves as a representative for D.L. Evans Bank in the community
Company Description
D.L. Evans Bank is a community bank and has been since 1904. For many years, we have provided premier banking services to the residents of Southern Idaho and Northern Utah while fostering a working environment for our employees dedicated to teamwork and excellent customer service. If you are a dynamic and customer-driven individual, whether an experienced banker or just beginning your career, we encourage you to continue with this applicant friendly, online job application!
D.L. Evans Bank is an Equal Opportunity Employer – veterans/individuals with disabilities. VEVRAA Federal Contractor. EOE/AA/Vets/IWD.
Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- FSA
- 401(k)
- Employee Stock Ownership Plan
- Paid Vacation
- Sick Time
- Life Insurance
- Long-term Disability Insurance