Job Information
OceanFirst Bank ATM/ITM Debit Card Support Manager in Toms River, New Jersey
Position : ATM/ITM Debit Card Support Manager
Location : Toms River, NJ
Requisition ID: : 4076
At OceanFirst Bank, each one of our employees plays an important role in fulfilling the mission and taking responsibility to execute daily tasks in alignment with our core values. Together we foster an environment of respect, professionalism and diversity that makes OceanFirst a great place to work and do business.
Great benefits include: on-site fitness facility at Red Bank and Toms River headquarter offices, hybrid schedule after initial onboarding has been completed (3 days in office, 2 days remote), employee perks & discount programs, tuition assistance, incentive compensation program, professional development opportunities, and more! Apply today to #BecomeOceanFirst and make an impact in the local community!
PRIMARY PURPOSE:
The ATM/ITM Debit Card Support Manager supervises a complex department with diverse administrative functions; financial control/budgeting and consolidation, personnel processes, audit/compliance, premises, and coordination of certain projects, associate training, service quality, process improvement, business continuity, or communication.
For Automated Teller Machines (ATMs) and Interactive Teller Machines (ITMs) the Support Manager will serve as the supervisor for all servicing and support functions. This position monitors on the overall health and performance of the ATM/ITM network, including interactions and SLAs with third-party service providers including the support of Instant Issue debit cards (Trism), UChoose, and Card Valet. The Support Manager will be responsible for vendor management and ensuring the team delivers optimal ATM/ITM and Debit Card services for an intensely customer and branch staff facing channel.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Demonstrates thought leadership by clearly understanding and communicating the ATM/ITM and debit card servicing strategy and roadmap to business partners throughout the Bank.
Manages the day to day activities required to support the Bank's Visa and debit card program.
Provides guidance, leadership and expertise to staff. Creates development opportunities and ensures necessary training and tools are provided. Ensures timely and meaningful performance management is administered to all team members.
Partners with the ATM/ITM Debit Card Product Manager to define and prioritize the team's strategic roadmap.
Proactively manages current and future ATM/ITM deployment and conversion needs (Inventory updates, servicing updates, communicate with servicing vendors).
Develops and ensures ATM/ITM procedures, inventory trackers, and status reports are up to date.
Provides leadership and project management across key programs to drive continuous improvements.
Communicates with internal and external customers regarding ATM/ITM/debit card updates and activities.
Ensures timely and accurate health checks are provided by servicing groups under their management to ensure all ATM/ITM machines are operational and card services are available.
Prepares periodic management level reports on ATM/ITM and debit card activity and proactively identifies opportunities to improve.
Schedules ATM replenishments and coordinating special orders.
Manages the ATM/ITM leases, contracts and annual assessments where applicable.
Leverages project management concepts and methodology to effectively execute strategic decisions to improve the servicing/up time of the ATM/ITM network while, managing/mitigating risks and issues, etc.).
Responsible for ensuring timely delivery of all projects related to ITM/ATMs and Debit cards as well as merger and system conversion tasks related to ITM/ATMs and debit cards.
Supports quick resolution of Card Valet customer issues.
Supports quick resolution of UChoose Rewards customer issues.
Manages all inventory (e.g., card stock, Trism machine ribbon).
Directs and ensures timely Instant Issue debit card (Trism) support for all branches.
Maintains working knowledge of all Visa and Regulation E rule changes, as well as all Fiserv/OSI procedural changes.
Ensures compliance with all regulations governing the banking industry and organization policies.
Manages the compliance requirements to ensure files are maintained in accordance with regulations.
Ensures that all staff members meet compliance and disclosure requirements and are cross trained in all.
JOB SPECIFICATIONS:
Knowledge, Skills & Abilities
Proven client service skills and the ability to resolve problems independently or escalate as needed.
Strong program management and team leadership skills.
Effective interpersonal, oral and written communications skills.
Familiarity with financial institution operations and procedures.
Strong ability to successfully balance competing priorities in a fast-paced environment.
Proficiency in MS Office Suite.
Ability to negotiate and manage vendor relationships.
Experience & Education
Bachelor's degree or equivalent experience required.
5+ years' experience working in the Financial Services industry.
8+ years' experience related ATM/ITM/ debit card experience preferred.
5-7 years of Management/Supervisory experience required in a banking, operations or technical environment.
Internal and External Contacts
Frequent regional and inter-regional contact.
Frequent contact with customers in response to inquiries on all account related issues.
Occasional contact with external providers
Working Conditions/Physical Requirements
Office environment. Ability to operate computer. Ability to communicate in order to exchange simple to complex information with individuals and groups. Ability to travel throughout Bank footprint.
For Recruiting Agencies
OceanFirst Bank does not accept agency resumes submitted by third-party vendors unless a valid agreement has been signed and the OceanFirst Bank Talent Acquisition Team has granted authorization for submissions regarding a specified position. Please do not forward resumes to us, OceanFirst Bank employees or any other company location. OceanFirst Bank is not responsible for any fees related to unsolicited resumes.