Operations Team Lead II - Card Services

Primary Purpose:

The Card Services Supervisor is responsible for management of the Card Services team and manages the daily relationship with our 3rd party partners with respect to issue escalation, tracking, and resolution.

Principal Duties and Responsibilities:

• Manages the daily operations for their team and ensures service levels are met; card orders and are accurately processed, and procedures are adhered to.
• Provides daily direction to their team and establishes priorities in times of high volume, when issues arise, and when new products or processes are launched.
• Works closely with their manager during system conversions/bank acquisitions to develop a thorough testing plan and execute that testing plan to ensure accuracy and completeness which will create a seamless transition.
• Monitoring and Processing of all debit card requests through eForms, FIS and TSYS
• Monitoring of all debit and credit card reports related to card ordering and card maintenance
• Response and monitoring of the debit card and credit card email address related to card orders to ensure immediate follow up related to customer concerns, issues, and requests
• Ensure quality standards and daily processing deadlines for debit card and credit card ordering are met
• Remains knowledgeable of all federal and state regulations and ensures that the banks processes are in line with those regulations
• Serves as a subject matter expert for the card services department which will provide direction to new associates based on their needs
• Serves as a senior associate within the Card Services Department, and will be called upon to provide training and supervision of entry level associates.
• Performs periodic reviews departmental procedures to determine effectiveness and accuracy, and makes recommendations for improvement
• Works closely with 3rd party partners to ensure that we are efficiently processing requests, ensuring daily transmissions of files are accurate, and proactively contacts partners to ensure issues are resolved quickly.
• Makes recommendations for improvements to management, and follows through on implementing those improvements, embracing change, and coaching others through change to improve department morale.
• Serves as a primary contact for the Call Center for issue escalation, follow up, and resolution.
• Perform other related duties as assigned by Supervisor

Job Specifications:

• Minimum 5 years experience as a Card Services Analyst - Level II
• Ability to train new associates and provide direction
• Exceptional attention to detail and organizational skills
• Has strong analytical and problem solving skills and is able to work independently to identify areas of improvement and provide recommendations based on findings.
• High school education and 2-3 years related work experience in bank operations
• Ability to work in a fast paced environment meeting deadlines and production goals
• Detail oriented
• Excellent verbal and written communication skills
• Exceptional time management skills
• Ability to handle multiple tasks simultaneously in a competent and professional manner.
• Proficient with Microsoft Office as well as a high technical aptitude to learn new systems and applications
• Advanced knowledge of system applications (TSYS, CAMS, FIS, PULSE, Bank Mainframe)

 

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job