E Banking Card Services Team Lead

GENERAL DESCRIPTION OF POSITION

The E-Banking Card Services Team Lead supervises and leads a group of E-Banking specialists under the direction of the E-Banking Assistant Card Manager. This role is responsible for supervising and training personnel ensuring bank policy and procedures are followed. The Team Lead provides subject matter expertise on Regulation E UDAAP and Bank Policies as it relates to disputes processing and manages quality control of daily card processes.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Supervise E-Banking Specialists including interviewing hiring onboarding and completing annual reviews. This duty is performed daily about 15% of the time.
2. Mentor train and coach team on current policies and procedures including Regulation E and UDAAP. This duty is performed as needed about 30% of the time.
3. Ensure the E-Banking team follows bank policy and procedures. This duty is performed daily about 5% of the time.
4. Performs regulatory quality control on dispute claims in a timely and accurate manner. This duty is performed daily about 40% of the time.
5. Ensure the Bank is compliant according to regulatory guidelines. This duty is performed monthly about 10% of the time.
6. Function as a backup to the E-Banking Assistant Card Manager. This duty is performed as needed.
7. Completes required BSA/AML training and other compliance training as assigned. This duty is performed quarterly.
8. The ability to work in a constant state of alertness and in a safe manner. This duty is performed daily. This duty is performed daily.
9. Perform any other related duties as required or assigned.

QUALIFICATIONS

To perform this job successfully an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required.

EDUCATION AND EXPERIENCE

Knowledge of a specialized field (however acquired) such as basic accounting computer etc. Equivalent of four years in high school plus night trade extension or correspondence school specialized training equal to two years of college plus 4 years related experience and/or training and 2 years related management experience or equivalent combination of education and experience.

COMMUNICATION SKILLS

Ability to read and understand documents such as policy manuals safety rules operating and maintenance instructions and procedure manuals; ability to write routine reports and correspondence. ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers clients general public and other employees of the organization.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts interest commissions proportions percentages area circumference and volume. Ability to apply concepts such as fractions ratios and proportions to practical situations.

CRITICAL THINKING SKILLS

Ability to utilize common sense understanding in order to carry out written oral or diagrammed instructions. Ability to deal with problems involving several known variables in situations of a routine nature.

REQUIRED CERTIFICATES LICENSES REGISTRATIONS

Not indicated.

PREFERRED CERTIFICATES LICENSES REGISTRATIONS

Not indicated.

SOFTWARE SKILLS REQUIRED

Intermediate: 10-Key Alphanumeric Data Entry Spreadsheet Word Processing/Typing

Basic: Accounting Human Resources Systems Other Payroll Systems

RESPONSIBILITY FOR WORK OF OTHERS

Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws. Responsibilities may include but not limited to interviewing hiring and training employees; planning assigning and directing work; appraising performance rewarding and disciplining employees; addressing complaints and resolving problems.

Supervises a small group (3-7) of employees usually of lower classifications. Assigns and checks work; assists and instructs as required and performs same work as those supervised or closely related work a portion of the time. Content of the work supervised is of non-technical nature but presents numerous situations to which policies and precedents must be interpreted and applied.

Supervises the following departments: Card Services

WORKING CONDITIONS

Periodically exposed to such elements as noise intermittent standing walking pushing carrying or lifting; but none are present to the extent of being disagreeable.

ENVIRONMENTAL CONDITIONS

The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

PHYSICAL ACTIVITIES

The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.

Semi-repetitive low physical. Semi-repetitive type work which requires periods of concentration for varied time cycles as prescribed by the tasks.

While performing the functions of this job the employee is continuously required to talk or hear; regularly required to sit; frequently required to use hands to finger handle or feel; and occasionally required to stand reach with hands and arms stoop kneel crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds; regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision; and color vision.

ADDITIONAL INFORMATION

- Four (4) years related experience and/or training
- Two (2) or more years management experience
- Must be customer service focused and ensure customer service is top priority within the Customer Care Center
- Ensure success of the customer care center by motivating call center bankers to achieve high performance
- Provide excellent communication skills