Senior Manager, Card Services, Digital Banking

Lever, Inc.; Colombia; Híbrido; COP 299.538.000 - 332.096.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health, dental, and vision plans

401k + company match

Remote or hybrid work

4 weeks PTO

Metro SmartTrip benefits

Incentives for sustainable commuting

Descripción de la vacante

Forbright Bank is seeking a Senior Manager for Card Services to oversee day-to-day debit card operations, including administration and dispute processing, with strict Reg E compliance and high customer experience. The role partners with Risk, Compliance, Audit, Fraud, Product, and a card processor to ensure end-to-end integrity and governance.

Remote or hybrid work arrangements support a scalable, efficient operation in a fast-growing digital banking environment, emphasizing inventory controls,

Formación

• Bachelor’s degree in business, finance, or related field
• Minimum 7 years in financial institution operations
• Minimum 5 years in leadership/management
• Experience in debit card services operations
• Experience in debit card dispute processing including Reg E investigations
• Strong understanding of card network rules (Mastercard)
• Experience partnering with Risk, Compliance, Audit and third-party vendors
• Experience with Marqueta debit card products preferred
• Strong attention to detail with risk and controls
• Proficiency with Microsoft Office tools
• Excellent communication, organization and time management
• Self-motivated and adaptable

Responsabilidades

• Oversee daily operations of card services, including debit card administration and dispute activities
• Lead blended team for card servicing, issuance, replacement, and disputes
• Ensure workflows meet SLAs and internal controls
• Provide guidance and escalation support as needed
• Oversee debit card administration processes, including ordering, replacements, inventory and program maintenance
• Establish and maintain controls over inventory forecasting and shrinkage prevention
• Monitor and report on key program metrics such as activation, reissue, replacement cycle times, and customer impact trends
• Oversee end-to-end disputes including chargebacks and Reg E investigations
• Maintain dispute procedures and controls to support compliant execution
• Monitor dispute resolution SLAs and Reg E deadlines
• Partner with Fraud, Risk and Compliance to align roles and responsibilities

Conocimientos

Leadership

Regulatory compliance

Risk management

Reg E knowledge

Debit card operations

Dispute processing

Communication

Microsoft Office

Process improvement

Attention to detail

Educación

Bachelor’s Degree in business, finance, or related field

Herramientas

Marqueta

Descripción del empleo

COMPANY DESCRIPTION

Forbright is a nationwide full-service bank and commercial lender focused on helping to build a brighter futurefor our clients and the communities we serve.Forbright is committed to exceptional client service by providing seamless, innovative personal banking services to depositors andcreative financing solutions to visionary middle market businesses and investors in healthcare, technology, financial services, real estate, and other industries.

COMPANY CULTURE

We are a dynamic, high energy, fun, and fast-paced organization that has an exciting growth trajectory, meaningful mission, and embedded responsible practices into our daily interactions. We offer our team members a culture of collaboration, inclusion, flexibility, recognition, and giving back. We look to hire individuals that are passionate about our mission, and who are motivated, customer and results-oriented, innovative, adaptable, and thoughtful.

COMPANY MISSION

We are a mission-driven institution. We operate a sound dynamic institution that is well capitalized, liquid, profitable and uses best practices to manage risk and assure compliance with laws and regulations. We use Forbright’s capital, capabilities, innovation, and expertise to help our clients succeed and contribute broadly to building a brighter future.

JOB SUMMARY

TheSenior Manager, Card Services, Digital Banking is responsible for overseeing the day-to-day execution, control, and performance of Forbright Bank’s debit card servicing operations. This role leads the Card Services function, which supports debit card administration and debit card dispute processing, ensuring a high-quality customer experience while maintaining strict adherence to regulatory and network requirements.This position is accountable for operational execution related to debit card administration, inventory controls, and debit card dispute resolution, including full compliance with Regulation E (Reg E) timeframes, provisional credit requirements, and service level agreements (SLAs). The Senior Manager, Card Services works closely with Risk, Compliance, Audit, Fraud, Product, and third-party partners (including the Bank’s card processor) to ensure operational integrity, regulatory compliance, and a seamless end-to-end debit card customer experience in a fast-growing digital banking environment.

DUTIES AND RESPONSIBILITIES

Card Services Operations Management

• Oversee the daily operations of the card services function, supporting debit card administration and debit card dispute activities
• Manage a blended team responsible for debit card servicing, including card issuance, replacement, reissuance, and dispute processing
• Ensure operational workflows are executed accurately, efficiently, andandin accordance withdefined SLAs and internal controls
• Serve as the operational subject matter expert for debit card services, providing guidance and escalation support, as needed

Debit Card Administration & Program Oversight

• Oversee debit card administration processes, including card ordering, replacements, inventory management, and program maintenance
• Establish andmaintaincontrols over card inventory forecasting, tracking, and shrinkage prevention
• Monitor and report on key debit card program performance metrics such as activation rates, reissue volume, replacement cycle times, and customer impact trends

Debit Card Disputes & Regulatory Execution (Reg E)

• Oversee end-to-end operational execution of debit card disputes, including chargeback submission through the Bank’s third-party processor
• Ensure compliance with Regulation E requirements, includinginvestigationtimelines, provisional credit obligations, and final resolution standards
• Maintain dispute procedures, workflows, and operational controls to support consistent and compliant execution
• Monitor disputeresolutionSLAs, track Reg E deadlines, and implement any corrective actions as needed
• Partner with Fraud, Risk, and Compliance teams to ensure alignment and clarityregardingroles and responsibilities related to debit card dispute processing

Risk, Compliance & Audit Support

• Ensure Card Services operationscomply withapplicable regulatory requirements, network rules (including Mastercard), internal policies, and audit standards
• Serve as the primary operational contact for audits, exams, and reviews related to debit card services and debit card disputes
• Support audit requests, issue remediation efforts, and ongoing control enhancements related to Reg E and debit card operations
• Proactivelyidentifyoperational risks and partner with leadership to strengthen controls and reduce customer and regulatory exposure

Team Leadership & Development

• Manage, coach, and develop a team of mostly remote Card Services staff, setting clear expectations for performance, quality, and accountability
• Promote a culture of ownership, precision, and regulatory awareness within the Card Services function
• Support training initiatives related to card services processes, dispute handling, and regulatory execution
• Performother dutiesas assigned

QUALIFICATIONS

• Bachelor’sDegree in business, finance, or a related field, or equivalent experiencerequired
• Minimum of 7 years of experiencein financial institution operationsrequired
• Minimum of 5 years of experiencein leadership / managementrequired
• 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 their operational implications
• Experience partnering with Risk, Compliance, Audit, and third-party vendors in a regulated banking environment
• Experience working with Marqueta debit card products preferred
• Strong attention to detail with a demonstrated ability to manage operational risk and controls
• Proficiencywith 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

$92,000 - $102,000 a year

The pay range for this position is above. The specific rate will depend on the successful candidate’s qualifications and prior experience $92,000 (entry level qualifications) to $102,000 (highly experienced).

POSITION REQUIREMENTS

We are committed to creating an inclusive workplace where all employees are capable of performing their job position. Work is primarily conducted in an office setting while certain positions may allow for remote work through the use of technology at management discretion. The functions described below are representative of those to successfully perform duties of this job. Reasonable accommodations may be made to enable employees to perform the essential functions. While performing duties of this job, the employee may be regularly required for extended periods of time to:

• Remain in a stationary position
• Use hands and fingers
• Utilize a computer monitor with visual acuity
• Operate technology or other office machinery such as printers, scanners, etc.
• Communicate clearly verbally and/or in writing with others

ADDITIONAL DUTIES

For Forbright Bank to remain efficient and nimble as a growing organization, team members are expected to exhibit a high level of flexibility regarding any duties that may be situationally assigned outside of this job description.

PERKS/BENEFITS

• Comprehensive health, dental, and vision plans
• 4 weeks PTO
• 401k + company match
• Metro SmartTrip benefits ($50/mo)
• Remote or hybrid (4 days per week in-office) work schedules for most positions
• Incentives for purchasing solar panels, electric vehicles, biking to work, etc.