Debit Card Services Manager

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 preferredAt least five years of experience in bankcard processing or a related industry requiredStrong knowledge of ATM hardware and network operations requiredStrong understanding of data communication, systems, and telecommunications requiredSupervisory experience strongly perferredExcellent written and verbal communication skillsMust 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 operationsCoordinates and oversees debit, ATM, and prepaid card activitiesCoordinates and oversees ATM operations including cash management and balancing responsibilitiesOversees card issuance and reissuance including instant issue servicesReviews and resolves special card related issues, concerns, requests, problems, and complaints received from customersManages vendor relationships for card processing and ATM servicesAdministers 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 conditionsPrepares reports for management and other departments regarding relevant issuesDevelops policies and procedures for debit, Zelle, pre-paid and gift card, and ATM programsWorks with sales teams to promote debit and pre-paid card programs to customersDevelops and implements risk management tools to identify or prevent card and ATM fraudCoordinates dissemination of information and law enforcement notifications and communications with the Corporate Security Officer to mitigate lossesImplements card program changes including statement messages, statement inserts, product parameter changes, debit and ATM card reissues, and monitoring/ordering of card stockMaintains the professional reputation of D.L. Evans BankEnsures all debit card and Zelle disputes are appropriately resolved and manages daily provisional credit and reversal entries for Debit Card disputesEnsures customer communications are sent within required time framesEnsures that the Fraud/Non-Fraud Dispute form is completed as required and manages fraud rules through Fiservs Risk management service in ClientCentralEnsures 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 necessaryEnsures personnel understand and follow security and confidentiality measures related to Debit Card dispute processingMeets with relevant management personnel to evaluate Debit Card dispute policies, procedures, and projects in order to establish goals and objectivesMakes recommendations for enhancements and procedural changes to ensure maximum efficiency of debit card and Zelle dispute processingMaintains gift card inventory, orders new cards to replenish inventory as needed, and monitors gift card sales and fee accountsOrders 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 offeringsAnalyzes card fraud loss data to identify trends, develops strategies to proactively minimize future exposures and losses, and monitors and maintains fraud control programs and proceduresAssists with new ATM set-ups with FISERV as neededInvestigates outages in ATMs and balances branch ATMs to electronic journals and/or ledgers when necessaryReceives 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 ClientCentraMonitor ATM activity through the Cook Command Center and assists with researching fraudulent ATM transactionsServes as the contact person for branch personnel and fields ATM questions and takes necessary steps to resolve ATM problems and restore machines to working orderAssists with Central Vault process to ensure that new ATM’ are placed on the schedule for appropriate cash replenishment and initial cash loadsEnsures 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 neededEffectively communicates policy changes with appropriate personnel and coordinates the implementation and development of new electronic banking products and programsWorks with the Marketing Department in order to build and market Zelle and debit card programsAssists Vice President Processing Center Manager in developing short and long term goals and plans for debit card services and ZelleProvides leadership to department personnel through effective objective setting, delegation, and communication and works with employees to establish and meet department and individual goalsCompletes required reports and records accurately and promptlyAttends and participates in meetings and committees as requiredServes 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 InsuranceDental InsuranceVision InsuranceFSA401(k)Employee Stock Ownership PlanPaid VacationSick TimeLife InsuranceLong-term Disability Insurance