The Bancorp Bank

  • Card Operations Control Coordinator

    Job Location US-SD-Sioux Falls
    Type
    Regular Full-Time
  • Overview

    Manage assigned third party processors, become the subject matter expert for assigned third party processors, provide implementation and post-implementation support of client programs by assisting with the new program or enhancement implementation, managing daily processes, interacting with clients, and troubleshooting and resolving issues to ensure satisfied customers and successful card programs that comply with all regulatory requirements.

    Responsibilities

    1. Act as the primary liaison with assigned processors to respond to issues and concerns. Seek win-win solutions with partners and handle issues in a timely manner providing a high level of customer service.
    2. Develop close working relationships with each processor to ensure a strong partnership. Act as the subject matter expert and escalation point for daily issues and concerns associated with programs on assigned processors.  Interact extensively with partners and processor teams as well as program vendors to troubleshoot and manage the resolution of issues. Respond to questions from internal departments or external clients regarding the capability of the assigned processors.
    3. Update Quickbase and management on the status of issues and the proposed solutions. Schedule standard weekly calls to ensure open communication channels exist throughout the research of issues and questions, remediation and validation. May prepare and distribute status and activity reports and schedules as needed. Prepare file notes after any processor or client meetings, summarizing any additional actions required, including follow-up calls.
    4. Verify the parameters and functional elements of new programs, enhancements and other changes.
    5. Prepare file notes after any client meetings, summarizing any additional actions required, including follow-up calls.
    6. Manage, troubleshoot and resolve tactical issues relating directly to processes and initiatives. Identify issues and work with team to implement improvements to ensure best in class processes and services. Facilitate resolutions related to operational issues identifying when solutions should be implemented on a global scale.
    7. Provide direction to clients and processors regarding The Bancorp Bank’s guidelines and policies. Ensure program accuracy and compliance with all appropriate governing entity rules and regulations.
    8. Manage the work-flow within acceptable timeframes. Manage activities to meet deadlines. Analyze issues to prioritize importance with minimal guidance from management.
    9. Assist in the ongoing development of existing programs to promote growth of the portfolio and increased revenue.
    10. Able to read and understand complex file specifications, then map and identify various fields within the raw data files sent from the processors to design and implement reports used throughout the payment systems for both internal and external clients. Create and test reports to ensure they are easy for end users to locate and run. Reports cover daily data files, month end escheatment reports, operational and fraud reports, as well as system transactional processes such as BIN or program shutdowns, etc. Review existing reports periodically to improve efficiency.
    11. Work in partnership with the Relationship Management team and Bancorp Compliance on compliance issues with potential negative customer impact. Utilize Business Objects to validate the remediation of issues and work with the client or processor to address any discrepancies. Create check batch files for external check vendor.
    12. Solve intricate data transmission problems specifically regarding data transmissions used for reporting within Payment Solutions and the Financial Crimes Risk Management team in a timely manner to ensure no disruption or delay in monitoring.
    13. Collaborate with Level 1, Level 2 Compliance, Internal Audit and external auditors on issues.
    14. Set up and establish chargeback processes when new programs are launched. Collaborate with Bancorp Compliance to ensure all processes adhere to network and regulatory requirements.
    15. Investigate and resolve reconciliation issues on card programs in collaboration with Bancorp’s reconciliation team.
    16. Perform card and transaction testing for new programs including live card testing in physical merchant locations. Create and run test scripts, document test results, and retest as needed.
    17. Create, update and maintain internal procedures.  
    18. Monitor a variety of reports to identify parameter violations, regulatory violations and/or potential fraud. Review the account and complete an unusual activity report for the Financial Crimes Risk Management team in accordance with The Bancorp Bank procedures if activity is deemed potentially suspicious and restrict the account with a note for resolution in accordance with The Bancorp Bank procedures.
    19. Initiate and implement addendums and changes to programs. Communicate changes to appropriate vendors and verify compliance with internal and regulatory processes. Write routine reports and correspondence as needed to inform others of status of updates and changes.
    20. Investigate requests for additional information from Bancorp’s Financial Crimes Risk Management team on suspicious accounts. Reach out to the appropriate processor or client if necessary to obtain the information within the required timeframes.
    21. Develop and document new processes within the Card Operations department as needed for client implementations or ongoing support of existing clients. Train Operations team on system, processes, and related issues. Present information on report functionality and processes effectively to groups of customers or employees of the organization.
    22. Develop close working relationships with clients and internal departments such as risk and compliance. Interact with top level executives internally and within vendor and client companies. Respond to incoming questions, handle issues and resolve problems in accordance with service level agreements and customer service quality standards. Respond to BBB and FDIC inquiries and requests.
    23. Research and respond to any outliers on the monthly standard metric reporting presented by senior management in the monthly program management meetings. Propose solutions to remedy the concerns if an issue is identified.
    24. Perform other related duties as assigned, e.g., may provide performance and developmental feedback on team members, may monitor actions of ISOs (Independent Sales Offices) and MSPs (Member Service Providers) for internal and regulatory compliance.

    Qualifications

    Education/Experience:

    • An associate’s degree in a related field or an equivalent combination of training and experience.
    • A minimum of 2 years related experience

    Other Qualifications:

    • Strong working knowledge of prepayment operations,
    • Basic knowledge of network (e.g. Visa, MasterCard) regulations
    • Excellent verbal, written, and interpersonal communication skills
    • A team player able to work effectively in a team fostered, multi-tasking environment
    • Good analytical and problem solving abilities to resolve complex card issuing problems.

    Employment with The Bancorp includes successfully passing a background check including credit, criminal, OFAC, education and past employment.   

     

    The Bancorp is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.            

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