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ATM/Debit Card Assistant Manager

2 months ago

Huntington, United States City National Bank of WV Full time
Job DescriptionJob Description

Equal Opportunity Employer

ATM/Debit Card Assistance Manager

Full-time/Salaried position


Summary Description

Hire, supervise, coach and take disciplinary action for Debit Card and ATM Operations employees (Electronic Accounts Specialists). Review daily production reports and monitor daily department productivity. Review and evaluate department processes to identify and eliminate areas of inefficiency. Create and update department procedures as regulatory changes and vendor updates ae implemented (Mastercard/FIS/NCR). Initiate and manage vendor trouble tickets and track all issues to full resolution. Investigate and process debit card disputes and all related daily and monthly reports and adjustments. Monitor ATM connectivity when needed and assist with ATM installation projects.

Essential Functions

  • Support branches timely and appropriately through city support and triage calls on all debit card, dispute and ATM related questions.

  • Research and process customer disputes according to Reg. E guidelines, consulting with management on exceptional situations, and provide guidance to staff processing disputes.

  • Evaluate and be fully proficient in the use of vendor tools used in dispute processing, tracking and reporting.

  • Maintain thorough knowledge of bank retail processes and procedures related to Debit Cards and ATMs.

  • Electronic monitoring of ATMs, coordinating resolutions through branch personnel or ATM service vendors.

  • Monitor daily support cases and ensure department adherence to SLAs.

  • Select, interview, coach and discipline Electronic Account Specialists.

  • Notify department manager of processing issues related to debit card transactions, customer disputes and ATM connectivity.

  • Create and/or revise user training manuals and procedures.

  • Assist manager with generation of daily and monthly debit card and ATM statistics reports.

  • Perform monthly quality control audits and report any findings to manager.

  • Primary back up to department manager.

  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Position Requirements

  • College degree in Business, Finance or Computer Science (or similar) preferred.

  • 2 – 4 years banking, data management, or fraud detection experience preferred.

  • 1 – 2 years management experience preferred.

  • Work is generally performed indoors in environmentally controlled conditions.

  • Typically, the employee may sit to perform the work. However, there may be some standing, walking, bending and carrying of light items in the course of the work.

Critical Skills / Expertise

  • Strong attention to detail

  • Excellent critical thinking and problem solving skills

  • Excellent communication skills

  • Ability to perform well under pressure in a fast-paced environment