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Card Services

2 months ago

Aurora, Illinois, United States Old Second Bancorp Inc Full time
Job Title: Card Services & ATM Manager

Old Second Bancorp Inc is seeking a highly skilled Card Services & ATM Manager to join our team. As a key member of our operations team, you will be responsible for managing the daily operations of the Card Services and ATM operations departments.

Key Responsibilities:
  • Develop and implement efficient workflows to support servicing functions and continually improve the customer experience.
  • Implement and maintain departmental policies, procedures, goals, and projects.
  • Manage vendor relationships, resolving all compliance and audit-related matters, and leading related projects and conversions.
  • Ensure 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.
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).
Preferred:
  • Bank conversion-related experience.
  • Jack Henry system experience.