Job Purpose & ScopeProvides guidance and oversight to the Digital Operations department. Performs quality assurance analysis and ensures day- to-day operations are handled according to established policy and procedure.
Essential Job Functions- Provides guidance and oversight to Digital Operations department.
- Oversees day-to-day operations of the Reg E Dispute team to ensure processing is handled according to established policies, procedures, and regulation.
- Performs quality assurance monitoring of Reg E disputes, card production, and to online and mobile banking activities.
- Tracks Reg E disputes, card production and online and mobile banking statistics and prepares and maintains reports for executive management.
- Resolves complex and sensitive customer complaints.
- Completes and/or oversees required system and application testing.
- Maintains accurate internal Digital Operations and Reg E disputes procedures and policies.
- Provides data for audit and compliance requests.
- Coordinates with fraud prevention teams, both internal and external, when fraud has occurred or is suspected.
- Reviews current fraud scenarios and provides instruction for placement of fraud preventative rules.
- Manages team and ensures new team members receive applicable training, development, and coaching as needed.
- Administers updates and changes to applicable administration systems/portals.
- Regularly exercises discretion and good judgment in the performance of essential job functions.
- Maintains good punctuality and attendance to work.
- Follows Reg E and Visa rules and Bank policy, procedures, and guidelines.
Knowledge, Skills & Abilities- Knowledge of Reg E, Visa rules, card production, online and mobile banking systems.
- Knowledge of imaging systems.
- Knowledge of system components for problem analysis.
- Ability to communicate effectively both verbally and in writing to a varying audience.
- Ability to work independently without close supervision.
- Ability to maintain professional work relationships with both internal and external customers, business partners, and vendors.
- Ability to demonstrate effective problem-solving and decision-making skills.
- Ability to prioritize and organize work and manage multiple tasks at one time while meeting exacting deadlines.
- Ability to lead, mentor, coach, develop, and motivate staff to achieve team goals.
- Ability to develop, interpret, and provide guidance on bank policies and procedures while maintaining strict confidentiality and bank secrecy.
- Ability to adapt, learn, and perform in a fast-paced, changing environment.
- Ability to work extended and/or flexible hours; including some weekends as needed.
- Ability to travel occasionally for business as needed.
- Skill and adequate proficiency using computer and Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
Basic Qualifications- Bachelor's degree or commensurate work experience, required.
- Minimum of five (5) years' banking or related financial industry experience, required.
- Minimum of (1) one year of experience with core software (e.g., Fiserv Premier) and the applicable interfaces to a core software platform, required.
- Minimum of three (3) years' experience in a card production, online /mobile banking services and/or Reg E dispute experience, preferred.
- Minimum of two (2) of years' supervisory experience, preferred.
Job ExpectationsOperate customary equipment and technology used in a business environment, with or without accommodation.
Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.
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