Supervisor, Card Services, Digital Banking

United StatesYesterday

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Skills

inventory managementperformance managementprocess improvement

About the role

COMPANY DESCRIPTION: Forbright is a nationwide full-service bank and commercial lender focused on helping to build a brighter future for our clients and the communities we serve. Forbright is committed to exceptional client service by providing seamless, innovative personal banking services to depositors and creative 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: The Supervisor, Card Services, Digital Banking is responsible for supporting the day-to-day execution of debit card servicing operations, including debit card administration and dispute processing. This role provides direct supervision, coaching, and guidance to Card Services staff while ensuring operational activities are completed accurately, efficiently, and in compliance with regulatory requirements and service level agreements (SLAs). The Supervisor works closely with internal partners to maintain a high-quality customer experience and ensure adherence to established policies, procedures, and controls.

DUTIES AND RESPONSIBILITIES:

Card Services Operations Support

Supervise daily card services activities, including debit card administration and dispute processing support

Monitor team workflows to ensure accuracy, timeliness, and adherence to SLAs and internal procedures

Provide guidance and escalation support for complex card servicing or dispute-related issues

Assist in identifying process improvement opportunities to enhance operational efficiency and customer experience

Debit Card Administration

Oversee execution of debit card administration tasks, including card ordering, replacements, and maintenance

Monitor inventory levels and support controls related to card tracking and distribution

Assist with tracking and reporting of key operational metrics such as activation rates, reissue volumes, and processing timelines

Partner with internal teams and third-party vendors to support consistent service delivery

Debit Card Disputes & Regulatory Execution

Supervise the processing of debit card disputes, ensuring adherence to procedures and established timelines

Support compliance with Regulation E (Reg E) requirements, including investigation timelines and provisional credit processes

Monitor team performance against dispute SLAs and escalate issues as needed

Assist with maintaining procedures and documentation related to dispute processing and controls

Risk, Compliance & Operational Support

Ensure team adherence to internal policies, regulatory requirements, and network rules

Support audit requests, internal reviews, and control-related activities as directed

Identify operational issues and escalate risks to leadership for resolution

Reinforce data privacy, security, and compliance awareness within the team

Team Leadership & Development

Supervise, coach, and develop Card Services staff to meet performance and quality expectations

Provide ongoing feedback, training, and support to enhance team effectiveness

Monitor individual and team performance using data and KPIs

Promote a collaborative and accountable team environment focused on accuracy and service excellence

SUPERVISORY RESPONSIBILITIES:

Supervise assigned employees by organizing and monitoring work progress

Maintain staff by recruiting, selecting, orienting, and training employees

Manage performance of employees through development, coaching, and counseling

Skills

About the role

DUTIES AND RESPONSIBILITIES:

SUPERVISORY RESPONSIBILITIES:

QUALIFICATIONS: