Position Overview

The Card Services & ATM Manager is responsible for managing the daily operations of the Card Services and ATM operations departments.  This individual will oversee the activities of each area, ensuring that all aspects function efficiently and in accordance with established bank policies, procedures and regulations. 

Essential Job Functions

Develops, and implements efficient workflows to support servicing functions and continually improve the customer experience.  Implement and maintain departmental policies, procedures, goals, and projects.  Strong knowledge base of internal controls and trains staff on the importance of controls and risks related to associated functions.  Keeps abreast of all regulatory changes impacting areas of responsibility.  Train and develop the Card and ATM teams, manage vendor relationships, resolving all compliance and audit related matters, and leading related projects and conversions. Ensures all activities are conducted in accordance with established standards and applicable regulations.  

Card Services Functions

• Oversee day-to-day dispute resolution processes and system, for ATM, Cards, and Zelle payments.
• Manage monthly Reg E compliance review and loss review.
• Review Fraud Monitoring tools and validate any fraud rule adjustments prior to implementation, required to mitigate losses.
• Work directly with Vendors on implementing changes and/or resolving issues.
• Provide oversight and subject matter expertise over the Bank’s instant issue card program within the branches.
• Serve as main point of contact for vendor invoice, reviews for accuracy and submits for payment.
• Manage vendor relationships related to card services.
• Manage and lead any conversion related efforts for the Card Services team.
• Provide and present monthly and quarterly metrics (KRI & KPIs) to peers and leadership.

ATM Services Functions

• Acts as the escalated point of contact for branch staff to dispatch vendor technicians, service ticket completion, and machines are repaired timely.
• Review monthly Cash-in-Transit (CIT) activity for cash loads and review monthly residuals for appropriateness.
• Oversight of cash vendor reporting and holds vendor accountable for report accuracy and timeliness.
• Oversee and coordinate with the line of business subject matter expert for projects related to new machine deployment, software upgrades, and or system changes.
• Assists in testing for new installments and upgrades/updates, as needed.
• Stays up to date on the latest developments in ATM networks and system capabilities
• Manage all vendor relationships related to ATM services and cash logistics.
• Provides support to internal departments in relation to ATM network, transaction research, cash ordering, etc.
• Provide and present monthly and quarterly metrics (KRI & KPIs) to peers and leadership.

Minimum Requirements

• Bachelor’s degree or 5 or more years of bank operations experience; or equivalent combination of education and experience.
• Specialized knowledge of terminology and risks associated to the banking industry.
• ATM operations and card services experience.

Competencies

• Ability to apply judgment to broader aspects of established practices to situations, which go beyond clear, concise guidelines.
• Strong problem-solving, research, process management, attention to detail, organizational, data review and time management skills.
• Strong leadership skills are required to motivate and develop a high-performance work team and monitor workflow and schedules; employee development, performance management and training.
• Ability to effectively and accurately communicate with all levels within the organization (written and verbal).
  • The ability to manage multiple projects in a fast-paced environment.
  • PC proficiency including Microsoft Office
  • Excellent oral, written and interpersonal skills.

Preferred, but not required

• Bank conversion related experience
• Jack Henry system experience