Senior Manager, Card Services, Digital Banking
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Job Description
Senior Manager overseeing debit card administration and dispute operations for nationwide Forbright Bank. Ensuring Reg E compliance, operational controls, team performance, and seamless digital banking customer experiences.
Responsibilities:
- Oversee the daily operations of the Card Services function, supporting debit card administration and dispute activities
- Manage a blended team responsible for card issuance, replacement, reissuance, and dispute processing
- Ensure workflows are accurate, efficient, and compliant with SLAs and internal controls
- Serve as the operational subject matter expert and provide guidance and escalation support
- Oversee card ordering, replacements, inventory management, and program maintenance
- Establish controls for inventory forecasting, tracking, and shrinkage prevention
- Monitor and report debit card program performance metrics
- Partner with internal stakeholders and third-party providers on program stability and customer experience
- Oversee end-to-end debit card dispute execution, including chargeback submission
- Ensure compliance with Regulation E investigation timelines, provisional credit obligations, and final resolution standards
- Maintain dispute procedures, workflows, and operational controls
- Monitor dispute SLAs and Reg E deadlines; implement corrective actions
- Partner with Fraud, Risk, and Compliance teams on dispute-processing responsibilities
- Ensure compliance with regulatory requirements, Mastercard network rules, internal policies, and audit standards
- Serve as primary operational contact for audits, exams, and reviews
- Support audit requests, issue remediation, and control enhancements
- Identify operational risks and strengthen controls
- Manage, coach, and develop mostly remote Card Services staff
- Promote ownership, precision, and regulatory awareness
- Support training initiatives
- Perform other duties as assigned
Requirements:
- Bachelor’s Degree in business, finance, or a related field, or equivalent experience required
- Minimum of 7 years of experience in financial institution operations required
- Minimum of 5 years of experience in leadership / management required
- Experience in debit card services operations, including card administration and servicing activities
- Experience in debit card dispute processing, including chargebacks and Reg E investigations
- Understanding of card network rules, including Mastercard
- Experience partnering with Risk, Compliance, Audit, and third-party vendors in a regulated banking environment
- Experience with Marqeta debit card products preferred
- Ability to manage operational risk and controls
- Proficiency with Microsoft Office tools: Outlook, Word, PowerPoint, and Excel
- Excellent verbal, written, and interpersonal communication skills
- Strong organizational skills and attention to detail
- Problem-solving and time management skills
- Self-motivated, self-directed, and results-oriented
- Adaptability and ability to multitask in a fast-paced environment
- Ability to work independently and within a team
Benefits:
- Comprehensive health, dental, and vision plans
- 4 weeks PTO
- 401k + company match
- Metro SmartTrip benefits ($50/mo)
- Remote or hybrid work schedules for most positions
- Incentives for purchasing solar panels, electric vehicles, biking to work, etc.
- Paid subscriptions to Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and more!
- The Washington Post Top Workplaces winner for four consecutive years (2023-2026)
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