Senior Manager, Card Services, Digital Banking

Senior Manager, Card Services, Digital Banking

Remote

Consumer Banking Division - Digital Banking : Operations /

Full Time /

Remote

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COMPANY DESCRIPTION: Forbright is a nationwide full-service bank and commercial lender focused on helping to build a brighter future for our clients and the communities we serve. Forbright is committed to exceptional client service by providing seamless, innovative personal banking services to depositors and creative financing solutions to visionary middle market businesses and investors in healthcare, technology, financial services, real estate, and other industries.

COMPANY CULTURE: We are a dynamic, high energy, fun, and fast-paced organization that has an exciting growth trajectory, meaningful mission, and embedded responsible practices into our daily interactions. We offer our team members a culture of collaboration, inclusion, flexibility, recognition, and giving back. We look to hire individuals that are passionate about our mission, and who are motivated, customer and results-oriented, innovative, adaptable, and thoughtful.

COMPANY MISSION: We are a mission-driven institution. We operate a sound dynamic institution that is well capitalized, liquid, profitable and uses best practices to manage risk and assure compliance with laws and regulations. We use Forbright's capital, capabilities, innovation, and expertise to help our clients succeed and contribute broadly to building a brighter future.

JOB SUMMARY: The Senior Manager, Card Services, Digital Banking is responsible for overseeing the day-to-day execution, control, and performance of Forbright Bank's debit card servicing operations. This role leads the Card Services function, which supports debit card administration and debit card dispute processing, ensuring a high-quality customer experience while maintaining strict adherence to regulatory and network requirements. This position is accountable for operational execution related to debit card administration, inventory controls, and debit card dispute resolution, including full compliance with Regulation E (Reg E) timeframes, provisional credit requirements, and service level agreements (SLAs). The Senior Manager, Card Services works closely with Risk, Compliance, Audit, Fraud, Product, and third-party partners (including the Bank's card processor) to ensure operational integrity, regulatory compliance, and a seamless end-to-end debit card customer experience in a fast-growing digital banking environment.

DUTIES AND RESPONSIBILITIES:

Card Services Operations Management

• Oversee the daily operations of the card services function, supporting debit card administration and debit card dispute activities

• Manage a blended team responsible for debit card servicing, including card issuance, replacement, reissuance, and dispute processing

• Ensure operational workflows are executed accurately, efficiently, and in accordance with defined SLAs and internal controls

• Serve as the operational subject matter expert for debit card services, providing guidance and escalation support, as needed

Debit Card Administration & Program Oversight

• Oversee debit card administration processes, including card ordering, replacements, inventory management, and program maintenance

• Establish and maintain controls over card inventory forecasting, tracking, and shrinkage prevention

• Monitor and report on key debit card program performance metrics such as activation rates, reissue volume, replacement cycle times, and customer impact trends

• Partner with internal stakeholders and third-party providers to ensure program stability, operational readiness, and consistent customer experience outcomes

Debit Card Disputes & Regulatory Execution (Reg E)

• Oversee end-to-end operational execution of debit card disputes, including chargeback submission through the Bank's third-party processor

• Ensure compliance with Regulation E requirements, including investigation timelines, provisional credit obligations, and final resolution standards

• Maintain dispute procedures, workflows, and operational controls to support consistent and compliant execution

• Monitor dispute resolution SLAs, track Reg E deadlines, and implement any corrective actions as needed

• Partner with Fraud, Risk, and Compliance teams to ensure alignment and clarity regarding roles and responsibilities related to debit card dispute processing

Risk, Compliance & Audit Support

• Ensure Card Services operations comply with applicable regulatory requirements, network rules (including Mastercard), internal policies, and audit standards

• Serve as the primary operational contact for audits, exams, and reviews related to debit card services and debit card disputes

• Support audit requests, issue remediation efforts, and ongoing control enhancements related to Reg E and debit card operations

• Proactively identify operational risks and partner with leadership to strengthen controls and reduce customer and regulatory exposure

Team Leadership & Development

• Manage, coach, and develop a team of mostly remote Card Services staff, setting clear expectations for performance, quality, and accountability

• Promote a culture of ownership, precision, and regulatory awareness within the Card Services function

• Support training initiatives related to card services processes, dispute handling, and regulatory execution

• Perform other duties as assigned

QUALIFICATIONS:

• Bachelor's Degree in business, finance, or a related field, or equivalent experience required

• Minimum of 7 years of experience in financial institution operations required

• Minimum of 5 years of experience in leadership / management required

• Required experience in debit card services operations, including card administration and servicing activities

• Required experience in debit card dispute processing, including chargebacks and Reg E investigations including investigation timelines, provisional credit requirements, and dispute resolution standards

• Strong understanding of card network rules (including Mastercard) and their operational implications

• Experience partnering with Risk, Compliance, Audit, and third-party vendors in a regulated banking environment

• Experience working with Marqueta debit card products preferred

• Strong attention to detail with a demonstrated ability to manage operational risk and controls

• Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel)

• Excellent verbal, written, and interpersonal communication skills

• Strong organizational skills and attention to detail

• Outstanding problem-solving and time management skills

• Self-motivated, self-directed, and results-oriented

• Adaptable and able to multitask in a fast-paced environment

• Can work independently and within a team; solution-oriented with a collaborative approach

$92,000 - $102,000 a year

The pay range for this position is above. The specific rate will depend on the successful candidate's qualifications and prior experience $92,000 (entry level qualifications) to $102,000 (highly experienced).

POSITION REQUIREMENTS: We are committed to creating an inclusive workplace where all employees are capable of performing their job position. Work is primarily conducted in an office setting while certain positions may allow for remote work through the use of technology at management discretion. The functions described below are representative of those to successfully perform duties of this job. Reasonable accommodations may be made to enable employees to perform the essential functions. While performing duties of this job, the employee may be regularly required for extended periods of time to:

• Remain in a stationary position
• Use hands and fingers
• Utilize a computer monitor with visual acuity
• Operate technology or other office machinery such as printers, scanners, etc.
• Communicate clearly verbally and/or in writing with others

ADDITIONAL DUTIES: For Forbright Bank to remain efficient and nimble as a growing organization, team members are expected to exhibit a high level of flexibility regarding any duties that may be situationally assigned outside of this job description.

PERKS/BENEFITS:

• Comprehensive health, dental, and vision plans
• 4 weeks PTO
• 401k + company match
• Metro SmartTrip benefits ($50/mo)
• Remote or hybrid (4 days per week in-office) work schedules for most positions
• Incentives for purchasing solar panels, electric vehicles, biking to work, etc.
• Paid subscriptions to Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and more!
• The Washington Post Top Workplaces winner for four consecutive years (2023-2026)

CORE PRINCIPLES:

• Excellence: Excellence is not a goal, but a standard, reflected in the precision of our work and the quality of our decisions. Excellence is a discipline that compounds over time and creates lasting value; it must be measured and managed.
• People: Our people are our greatest strength. We foster a culture of respect, inclusion, and ambition - where everyone matters. We celebrate collaboration and teamwork and prize loyalty - to one another, the company, our mission, and values.
• Innovation: We invest boldly in technology, harnessing innovation not for its own sake but to make banking and lending better, faster, and smarter for our clients, more efficient for our team, and more profitable for our shareholders. By combining human insight with technological excellence, we strengthen our ability to serve, to adapt, and to succeed in a changing world. Innovation is a continuous investment in new ideas.
• Sound Practices: Our foundation rests on prudence, care, integrity, and discipline. We manage credit and business risk with rigor and fundamentals-based judgment, act with transparency, and uphold the highest standards of corporate governance and regulatory compliance to ensure sustainable growth and enduring financial strength.
• Distinct Value: We focus our energy where we add value. We avoid the commoditized and the ordinary, choosing to compete through insight, specialization, technology and service. By concentrating on areas where expertise matters and relationships endure, we create differentiation that is defensible and lasting.
• Clients: We exist to advance our clients' success and to help them grow. We listen deeply, think creatively, and deliver solutions that solve problems, drive impact and add value. Every client relationship is built on partnership, performance, and purpose.
• Shareholders: We are committed to creating exceptional value for our shareholders. We invest for the long term and view our shareholders as partners - not observers - in value creation. We allocate capital wisely, execute with precision, and continuously adapt our business model to pursue the most attractive, risk-adjusted returns. We work to make rational decisions, avoid unnecessary complexity, maintain strong liquidity and capital, and communicate with clarity and honesty. We measure success both by current performance and by the durability and quality of the long-term value we build.
• Communities and the Environment: We believe prosperity and responsibility go hand in hand. We invest in inclusive opportunity and environmental stewardship. Our goal is simple - to do our part build a brighter, more sustainable future for the communities we serve and the world we share.

It is the policy of Forbright Bank to provide equal employment opportunities to all qualified individuals and to administer all aspects and conditions of pre-employment and employment without regard to protected characteristics.

Employment with Forbright Bank is at-will, which means that either you or the Company may terminate the relationship at any time.

By applying, you acknowledge that you have reviewed our CCPA Privacy Notice.

AI tools may be used in certain stages of the employment lifecycle, such as candidate review; however, all final employment decisions will be made by a person. State agencies are currently developing rules that will provide additional guidance regarding the circumstances, timing, and specific information required for this notice. Forbright Bank will update its procedures and disclosures as necessary to comply with any such forthcoming rules or requirements.

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