Supervisor, Card Services, Digital Banking

JOB SUMMARY: The Supervisor, Card Services, Digital Banking is responsible for supporting the day-to-day execution of debit card servicing operations, including debit card administration and dispute processing. This role provides direct supervision, coaching, and guidance to Card Services staff while ensuring operational activities are completed accurately, efficiently, and in compliance with regulatory requirements and service level agreements (SLAs). The Supervisor works closely with internal partners to maintain a high-quality customer experience and ensure adherence to established policies, procedures, and controls.

DUTIES AND RESPONSIBILITIES:

Card Services Operations Support

• Supervise daily card services activities, including debit card administration and dispute processing support

• Monitor team workflows to ensure accuracy, timeliness, and adherence to SLAs and internal procedures

• Provide guidance and escalation support for complex card servicing or dispute-related issues

• Assist in identifying process improvement opportunities to enhance operational efficiency and customer experience

Debit Card Administration

• Oversee execution of debit card administration tasks, including card ordering, replacements, and maintenance

• Monitor inventory levels and support controls related to card tracking and distribution

• Assist with tracking and reporting of key operational metrics such as activation rates, reissue volumes, and processing timelines

• Partner with internal teams and third-party vendors to support consistent service delivery

Debit Card Disputes & Regulatory Execution

• Supervise the processing of debit card disputes, ensuring adherence to procedures and established timelines

• Support compliance with Regulation E (Reg E) requirements, including investigation timelines and provisional credit processes

• Monitor team performance against dispute SLAs and escalate issues as needed

• Assist with maintaining procedures and documentation related to dispute processing and controls

Risk, Compliance & Operational Support

• Ensure team adherence to internal policies, regulatory requirements, and network rules

• Support audit requests, internal reviews, and control-related activities as directed

• Identify operational issues and escalate risks to leadership for resolution

• Reinforce data privacy, security, and compliance awareness within the team

Team Leadership & Development

• Supervise, coach, and develop Card Services staff to meet performance and quality expectations

• Provide ongoing feedback, training, and support to enhance team effectiveness

• Monitor individual and team performance using data and KPIs

• Promote a collaborative and accountable team environment focused on accuracy and service excellence

SUPERVISORY RESPONSIBILITIES:

• Supervise assigned employees by organizing and monitoring work progress

• Maintain staff by recruiting, selecting, orienting, and training employees

• Manage performance of employees through development, coaching, and counseling

QUALIFICATIONS:

• High School Diploma required, Bachelor’s Degree in business, finance, or a related field preferred

• Minimum of 5 years of experience in financial institution operations required

• Minimum of 2 years of supervisory experience required

• Required experience in debit card services operations, including card administration and servicing activities

• Required experience in debit card dispute processing, including chargebacks and Reg E investigations including investigation timelines, provisional credit requirements, and dispute resolution standards

• Strong understanding of card network rules (including Mastercard and Pulse) and their operational implications

• Experience working with Marqeta debit card products preferred

• Strong attention to detail with a demonstrated ability to manage operational risk and controls

• Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel)

• Excellent verbal, written, and interpersonal communication skills

• Strong organizational skills and attention to detail

• Outstanding problem-solving and time management skills

• Self-motivated, self-directed, and results-oriented

• Adaptable and able to multitask in a fast-paced environment

• Can work independently and within a team; solution-oriented with a collaborative approach