Debit Card Operations Lead

Job Summary:

The Debit Card Operations Lead serves as the subject matter expert and operational resource for all debit card services and processes. This role supports the daily administration of debit card operations, including disputes, fraud monitoring, card maintenance, digital wallet services, reconciliations, and customer support activities. The Lead assists the Head of Debit Card Operations with operational oversight, serves as a backup for departmental functions, provides guidance to team members, and helps ensure compliance with regulatory requirements, network rules, and internal policies. This position plays a key role in maintaining operational efficiency, supporting audits, resolving complex issues, and delivering exceptional service to internal and external customers.

Primary Responsibilities:

The duties listed below are some of the duties that may be assigned and may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties as assigned.

• Process and review debit card requests, including card ordering, issuance, activation, card maintenance, replacements, and special handling requests.
• Serve as the primary operational resource and subject matter expert for debit card products, services, and related processes.
• Support the Head of Debit Card Operations in coordinating daily workflow activities and monitoring operational effectiveness. Act as a backup to the Head of Debit Card Operations during absences and provide continuity for critical operational processes.
• Assist with prioritization of work queues and help ensure timely completion of department responsibilities.
• May assist management with quality reviews, onboarding, and cross-training activities
• Assist in identifying operational risks and escalate complex or high-risk cases to management when appropriate.
• Provide guidance and training to team members on policies, procedures, and system functions.
• Process and support investigations of fraud and non-fraud debit card disputes.
• Ensure disputes are handled accurately with appropriate documentation and maintain compliance within regulatory timeframes (e.g., Reg E) and network requirements (e.g., Visa).
• Perform settlement reconciliations related to the dispute and chargeback lifecycle.
• Assist with timely response efforts for Visa CAMS alerts suspicious transactions.
• Evaluate travel notification requests and ensure proper account documentation.
• Assist in identifying fraud trends and recommend risk mitigation measures.
• Review and process digital wallet tokenization requests for services such as Apple Pay, Google Pay, and other supported platforms for proper authentication, risk review, and compliance with network requirements.
• Perform card file maintenance and validate updates to cardholder information, account settings, and transaction limits.
• Research and resolve operational issues related to debit card processing and customer accounts.
• Review maintenance reports and exception reports to identify errors, trends, and opportunities for improvement.
• Maintain audit trails and documentation supporting limit adjustments.
• Perform daily and periodic settlement reconciliations associated with debit card transactions and chargebacks.
• Collaborate with accounting/finance teams to maintain accurate general ledger balances.
• Ensure high-quality service in handling escalated customer requests and special handling cases.
• Provides prompt, professional, and courteous operational support to Retail branches, internal departments, and external customers by answering questions, researching information, and providing solutions associated with all debit card products and services.

Supervisory Responsibilities

• No direct supervisory responsibilities.

Skills and Qualifications:

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• High School Diploma or GED is required; bachelor’s degree in business preferred or Minimum of 5 years of Debit Card and/or Deposit Operations experience
• Ability to work in the office as needed to achieve goals of the position and department
• Technological skills and knowledge, including computer literacy
• Strong knowledge of debit card operations, disputes, and chargeback processes
• Strong knowledge of Visa rules, Reg E, and card network requirements
• Experience with fraud prevention and card risk management
• Strong analytical, reconciliation, and problem-solving skills
• Excellent communication and cross-functional collaboration abilities

Computer and Office Equipment Skills:

• Microsoft Office Suite including Word, Excel, and PowerPoint

Physical Requirements:

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.

•  While performing the duties of this job this individual is regularly required to stand for long periods of time, walk, sit, talk, hear, use their hands and fingers (manual dexterity), use a telephone, and occasionally lift and /or move up to 25 pounds.
•  Specific vision abilities required by this position include, close vision, and the ability to adjust focus.

Mental Requirements:

• The ability to solve problems, make decisions, supervise others, interpret data, organize information, written and oral communication and read/write.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Encore Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, age, ancestry, citizenship, sex, sexual orientation, gender identity, national origin, marital status, genetic information, physical or mental disability, veteran status or any other characteristic protected by law.

Offered Benefits:

• Medical
• Dental
• Vision
• Employer Paid Life Insurance
• Supplemental Life Insurance
• Employee Stock Program
• 401K