Job Description

At INTRUST Bank, People Come First. Guided by strong character qualities—such as respect, compassion, humility, positivity, and initiative—we work to support one another, serve our customers, and strengthen our communities. Here, your career matters. You’ll find an environment where you’re encouraged to grow, empowered to lead at any level, and supported as you build a meaningful career with a trusted organization.

Job Summary: The ATM & Card Operations Supervisor provides leadership and operational oversight to the card operations department by supervising, coaching, and mentoring team members. Develops and oversees departmental workflows and ensures adherence of bank risk policies as it relates to cards and fraud. Protects the bank against fraud loss on all card products the bank offers. Reviews fraud as it is happening and is responsible for early detection of fraud events. Participates in setting departmental goals and is accountable for achieving set goals. Oversees recovery of fraud balances and management of consumer disputes. Manages operations of ATM fleet and communications and issue resolution with applicable vendors. Responsible for ensuring the successful implementation of initiatives and projects to support the department and/or business unit. Establishes work processes for team members and ensures a high-level of customer service is delivered and promotes and fosters teamwork across all areas of INTRUST. Represents INTRUST Bank in all they do in the community and is focused on the development of new business relationships. Maintains strict standards of confidentiality and perform duties in a manner supporting INTRUST’s Character Qualities.

Essential Functions: All expectations described in the job description’s essential functions are necessary to be successful in this role, performed with or without a reasonable accommodation.

• Effectively manage others by consistently applying INTRUST’s supervisor and manager expectations: relationship management; feedback; coaching and development; establishing effective work culture expectations; critical thinking; business acumen; and resource management.
• Oversee the management of ATM and card operations including card dispute management and ATMaaS.
• Responsible for monitoring fraud levels and card disputes for trends and adjusting strategies and procedures to ensure they meet strategic objectives. Monitor card dispute processing to ensure cases are being processed within regulatory guidelines including Reg E and applicable network rules.
• Ensure team is providing early detection of fraud and compromise events and is communicating timely to appropriate individuals. Must be familiar with Visa Risk Manager and other tools available for writing card fraud strategies and monitoring the effectiveness.
• Make certain ATM operation SLAs, escalations and other high priority issues are handled appropriately and communicated effectively with stakeholders.
• Responsible for reviewing and clearing general ledger accounts and managing the card fraud charge-off process.
• Seek out new technology, techniques, or vendors to improve efficiencies, quality, or service and review existing partnerships for improvements. Delivers recommendations based on this research to management.
• Perform audits and review productivity reports to improve performance of department.
• Collaborate with management to assess staffing needs and allocate resources effectively.
• Identify training needs and provide coaching to support team development and performance.
• Establish effective team communication and training to maintain efficiencies and job competencies.

Education and Experience: High School diploma or equivalent required. Bachelor’s Degree preferred. 5+ years of fraud management/analysis. Previous management experience required.

Required Skills and Knowledge: Proficient in use of Microsoft applications, i.e., Word, Excel, Outlook, Access, etc. Excellent oral and written communication skills. Excellent analytical and trending skills with proven ability to make sound deductions. Ability to manage multiple priorities in a high volume, fast paced environment. Excellent customer service skills. Excellent judgment and decision-making abilities. Must be able to plan, organize, direct and coordinate work. Must be able to work independently and manage oneself and time effectively.

Required Licenses and/or Certifications: Must have and maintain valid driver's license.

Physical Demands: Extended period(s) of time may be spent viewing a personal computer, sitting, standing, and walking. Occasional lifting up to 25 lbs. The physical demands necessary for this role should be performed with or without a reasonable accommodation.

Working Conditions: Normal office conditions. Some travel required. Some fraud monitoring from home.

This job description summary is not intended to be an employment contract, nor is it intended to state or imply these are the only activities to be performed by the employee occupying this position. Employees will be required to follow any other duties as assigned or requested by their supervisor.

INTRUST Financial Corporation and its subsidiaries, including INTRUST Bank, are Equal Opportunity Employers whose policy is not to discriminate unlawfully against any qualified employee or applicant for employment on the basis of protected military or veteran status, disability, race, color, religion, sex, age, national origin, pregnancy, genetic information, sexual orientation, gender identity, or any other classification protected by applicable local, state or federal law; except where an individual’s protected category constitutes a bona fide occupational qualification.