Supervisor, Card Services, Digital Banking

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

QUALIFICATIONS:
High School Diploma required, Bachelor’s Degree in business, finance, or a related field preferred Minimum of 5 years of experience in financial institution operations required Minimum of 2 years of supervisory experience required 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 Pulse) and their operational implications Experience working with Marqeta debit card products preferred Strong attention to detail with a demonstrated ability to manage operational risk and controls Proficiency with 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

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.
• Paid subscriptions to Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and more!
• The Washington Post Top Workplaces winner for four consecutive years (2023-2026)
 
CORE PRINCIPLES:
• Excellence: Excellence is not a goal, but a standard, reflected in the precision of our work and the quality of our decisions. Excellence is a discipline that compounds over time and creates lasting value; it must be measured and managed. 
• People: Our people are our greatest strength. We foster a culture of respect, inclusion, and ambition - where everyone matters. We celebrate collaboration and teamwork and prize loyalty - to one another, the company, our mission, and values.   
• Innovation: We invest boldly in technology, harnessing innovation not for its own sake but to make banking and lending better, faster, and smarter for our clients, more efficient for our team, and more profitable for our shareholders.  By combining human insight with technological excellence, we strengthen our ability to serve, to adapt, and to succeed in a changing world.  Innovation is a continuous investment in new ideas. 
• Sound Practices: Our foundation rests on prudence, care, integrity, and discipline. We manage credit and business risk with rigor and fundamentals-based judgment, act with transparency, and uphold the highest standards of corporate governance and regulatory compliance to ensure sustainable growth and enduring financial strength.   
• Distinct Value: We focus our energy where we add value. We avoid the commoditized and the ordinary, choosing to compete through insight, specialization, technology and service. By concentrating on areas where expertise matters and relationships endure, we create differentiation that is defensible and lasting. 
• Clients: We exist to advance our clients’ success and to help them grow. We listen deeply, think creatively, and deliver solutions that solve problems, drive impact and add value. Every client relationship is built on partnership, performance, and purpose. 
• Shareholders: We are committed to creating exceptional value for our shareholders. We invest for the long term and view our shareholders as partners – not observers - in value creation. We allocate capital wisely, execute with precision, and continuously adapt our business model to pursue the most attractive, risk-adjusted returns. We work to make rational decisions, avoid unnecessary complexity, maintain strong liquidity and capital, and communicate with clarity and honesty. We measure success both by current performance and by the durability and quality of the long-term value we build.  
• Communities and the Environment: We believe prosperity and responsibility go hand in hand. We invest in inclusive opportunity and environmental stewardship. Our goal is simple - to do our part build a brighter, more sustainable future for the communities we serve and the world we share. 
 
It is the policy of Forbright Bank to provide equal employment opportunities to all qualified individuals and to administer all aspects and conditions of pre-employment and employment without regard to protected characteristics.
 
Employment with Forbright Bank is at-will, which means that either you or the Company may terminate the relationship at any time.
 
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