Debit Card & Disputes Supervisor

Job Description:

This person is responsible for elements of vendor management, supervising staff and oversight of the operational functions related to debit card products/services, ATMs and customer disputes. This person ensures that all daily work is completed timely and accurately to minimize customer impact resulting in a positive customer experience. Staff development, training, and continuous process improvement initiatives are key aspects of this role. Additionally, this role involves working closely with vendors on a day-to-day basis as well as completing vendor reviews, monitoring SLAs and serving as the primary contact for implementation of updates, upgrades and new products and services. 

Qualifications: This person should have a bachelor’s degree and five years of relevant experience, or the equivalent. Experience with debit cards and working knowledge of banking operations, transaction flows, risk controls, compliance, and technology used by the corporation is strongly preferred. Excellent leadership skills, analytical skills, effective decision-making skills and change management skills are critical to the role. Excellent written and oral communication and the ability to communicate effectively with all levels within the organization and external vendors is necessary. 

Principal Responsibilities: 

• Lead the team and develop an atmosphere of teamwork, open communication, and unity. Provide oversight of all services offered. Actively mentor staff and ensure they are trained, evaluated, and motivated to perform their responsibilities in an effective and progressive manner. 

• Direct and collaborate with multiple vendors and be the primary point of contact to resolve issues, manage expectations, and facilitate communication. Complete vendor reviews and monitor vendor performance against contractual obligations, SLAs and KPIs.  

• Be a resource and a subject-matter expert for management and staff regarding department processes, procedures and systems related to debit card products, ATMs and dispute processing. Research and resolve escalated issues. 

• Lead change with Continuous Improvement initiatives that contribute to process improvements, operational efficiencies, and superior customer service. Empower staff/teams to self-change processes, looking for both incremental improvements and transformational opportunities. 

• Evaluate and manage the operational risk within all functions of the department. Investigate and research more complex data and customer problems by gathering appropriate information. Interact with a diverse number of internal and external contacts. Analyze and assess conditions thoroughly to make independent decisions regardi