Debit Card Services Manager

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.

• 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

• 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…