Debit Card & Disputes Supervisor

First Bank & Trust•Brookings, SD

About The Position

This person is responsible for elements of vendor management, supervising s taff and oversight of the operational functions related to debit card products / services , ATMs and customer disputes . This person ensure s that all daily work is completed timely and accurately to minimize customer impact resulting in a positive customer experience . S taff 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 , monitor ing SLAs and serving as the primary contact for implementation of updates, upgrades and new products and services.

Requirements

This person should have a bachelor’s degree and f ive years of relevant experience, or the equivalent
Excellent leadership skills, analytical skills, effective decision - making skills and change management skills are critical to the role
E xcellent written and oral communication and the ability to communicate effectively with all levels within the organization and external vendors is necessary

Nice To Haves

Experience with debit cards and working knowledge of banking operations, transaction flows, risk controls, compliance, and technology used by the corporation is strongly preferred

Responsibilities

Lead the team and develop an atmosphere of teamwork, open communication, and un ity
Provide oversight of all services offered
Actively mentor staff and ensure they are trained, evaluated, and motivate d to perform their responsibilities in an effective and progressive manner
Direct and collaborate with multiple v endors and be the primary point of contact to resolve issues, manage expectations, and facilitate communication
Complete vendor reviews and m onitor 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 C ontinuous Improvement initiatives that contribute to process improvement s , operational efficienc ies , 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 regarding daily processing and procedural issues
Work with appropriate vendors and/or internal departments to resolve system, software , and connectivity issues
Develop and implement processes and reporting to mon itor quality and quantity performance to ensure adherence to established Performance Level Standards (PLS), and report performance to management at least monthly
Actively pursue developmental and growth opportunities as identified by you and/or your manager
Act in accordance with First Bank & Trust policies and procedures as set in the employee handbook
Adhere to compliance procedures and participate in required compliance training