What are the responsibilities and job description for the Manager of Card Services position at Union State Bank?
Position Title: Manager of Card Services
Reports To: SVP, Operations
Status: Hourly; Non-Exempt
Position Summary: This position is responsible for managing the bank’s card services, providing technical support and exceptional customer service to customers/clients on card services provided by the bank. The Manager of Card Services will be responsible for developing and executing the bank’s card services strategy and delivery to both existing customers and potential new members, in concert with the bank’s overall business goals. The Manager of Card Services will develop and supervise other members of the card services team and will work collaboratively with other bank departments to enhance the overall customer experience. Card services includes debit cards, CardValet, Enfact Fraud Services, CAMs alerts, ATM activity and support.
Principal Responsibilities and Duties:
- Responsible for debit card program and system maintenance.
- Responsible for ATM activity and branch cash analysis to support retail operations.
- Create vision, provide training and support, and instill excitement to the card services support team to ensure customer support requirements and platforms are understood and value is delivered to our customers through card services.
- Manages our overall card services customer experience.
- Assist leadership in product design and feature development for the optimal customer experience.
- Create processes, procedures and infrastructure that ensures the highest efficiency of the card services team while considering risk tolerance and policy approved by the board.
- Ensures our card services products leverage current technologies to appeal to potential new customer.
- Manages daily external vendor relationships related to card services channels. Such as administration of CardValet, Enfact Fraud Alerts. Reporting any continued issues, concerns or recommendations to leadership.
- Partners with leadership and marketing in developing solutions for current and future card services solutions.
- Closely coordinate and collaborate with other business-line managers and their vendors that provide services integrated with card services experiences including Instant Issue, ATM service vendors.
- Coordinates testing and QA efforts around digital banking releases and updates.
- Ensures all digital services and communications adhere to regulatory and ADA requirements, including the Bank Secrecy Act and OFAC.
- Works with internal and external resources to maintain data security.
- Communicates digital services issues, concern, performance and recommendations to leadership.
- Performs other duties as may be required or assigned.
Supervisor Responsibilities: Supervises the Card Services Department
Primary Job Location: Newton-Main. Travel to facilities as needed or assigned.
Education and Experience Requirements: High school graduate/GED required. Some college level or military equivalent preferred. Five years of experience working in banking card services required. Banking customer service experience required. Previous supervisory/management experience required. Understand Federal, State and Union State banking rules and regulations. Bank related courses strongly recommended.
Specific Skills Required Knowledge of banking card services. Knowledge of bank operational procedures and processes. Commitment to quality performance and excellent customer service. Ability to learn quickly, display strong work ethic and be a team player. Must be receptive to new ideas and support change with a positive attitude. Able to meets deadlines on a consistent basis. Strong written and/or verbal communication skills. Must have good judgment and decision-making skills. Can adapt quickly and professionally to changing priorities. Organized work habits in order to follow a systematic method of processing documents/requests. Deliver consistent, high level of service within our Service Excellence guidelines. Strong organizational skills, including the ability to prioritize and multi-task and maintain well-organized electronic files
Competencies: Problem solving, strategic thinking, critical thinking, decision making, and strong collaboration.
System Accesses: FiServ Precision Core, FiServ Client Central, Microsoft Office Suite, Adobe, etc.
Equipment Used: Office equipment which includes computer, multi-line phone system, multi-function unit, imaging scanner, etc.
Working Conditions: This position exists in an office environment requiring the individual to perform normal activities including, but not limited to, lifting, filing and retrieving, operating office equipment, etc. This position requires prolonged (over 75% of the time) sitting. This position requires frequent (over 20% of the time) physical exertion to manually move, lift, carry or push heavy (not over 50 lbs) objects or materials. Constant and repetitive use of arms and hands below shoulder level for computer usage.
This job description describes the general nature and level of work performed by the employee assigned to this position. Responsibilities and duties describe those functions considered essential to the performance of the job. This description does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job-related duties as requested by their supervisor. All requirements are subject to change over time, at the discretion of your supervisor, and to possible modification to reasonably accommodate individuals with a disability.
Union State Bank is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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