CARD SERVICES MANAGER

WHITAKER BANK, INC

CARD SERVICES MANAGER JOB DESCRIPTION

The Card Services Manager is responsible for the administration and efficient daily operation of the Whitaker Bank Card Services Department, along with answering calls from customers to assist with any questions or concerns they may have. This position is responsible for performing daily functions necessary to accelerate growth and provide quality service for all VISA debit & credit card matters; processes monthly reports; conducts quarterly certifications; processes card orders; makes recommendations to improve budget and department goals. The Card Services Manager will provide exceptional customer service while coaching, training, and motivating the team and will provide leadership and supervision.

ESSENTIAL DUTIES

1. Monitors debit & credit card activity through reports and computer terminals to verify batch orders, track trends, usage and profitability.

2. Submits various daily and monthly reports to Bank management and merchant networks; conducts quarterly audit and certifications.

3. Handles lost, stolen or fraudulent customer debit & credit card issues, inquiries and complaints.

4. Operates internal Bank computer terminal to process card account activity.

5. Assists in training staff on debit & credit card account activities.

6. Answers telephone caller to properly assist customers and other Bank personnel.

7. Types routine internal and external letters, reports and forms.

8. Maintains current record of necessary and required files, copies and faxes, if applicable.

9. Plays a positive role in the development and growth of assigned staff through excellent communication skills, both verbal and written, along with strong delegation skills assuring that all staff is trained.

10. Performs personnel actions including performance appraisals, disciplinary actions, supervises the daily activities of the call center including, but not limited to, effective delegation of assignments, developing work schedules, and providing necessary training.

11. Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; and accepts responsibility for own actions.

12. You are to conduct yourself professionally and as a bank representative while at work and in public.

13. Demonstrates knowledge of and adherence to the Equal Employment Opportunity (EEO) policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a healthy and safe working environment free of harassment or mistreatment; builds a diverse workforce and supports affirmative action.

14. Assures compliance with all Bank policies, procedures and processes, and all applicable state & federal banking laws, rules and regulations; adheres to Bank Secrecy Act (BSA) guidelines and responsibilities specific to the position.

15. Completes administrative tasks correctly and on time; supports the Bank’s goals and values; benefits the Bank through outside activities.

16. Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct.

SECONDARY DUTIES

The position of Card Services Manager performs duties specific to the position and other functions as assigned.

The position of a Card Services Manager is responsible for the supervision of one or more employee(s), and normally carries our supervisory responsibilities in accordance with the Bank’s policies and applicable laws, ensuring adherence to EEO guidelines.

The incumbent is in a non-confined office-type setting in which he or she is free to move about at will. The position includes driving a Bank or personal owned vehicle approximately 5% of the time which includes exposure to the outside weather elements and moving mechanical parts. It may include some minor annoyances such as noise, odors, drafts, etc.

The incumbent in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 20 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.

The incumbent for this position may operate any or all of the following: telephone, smart phone, copy and fax machines, adding machine (calculator), check protector, scanner and image systems, scanning equipment, encoder, money counter, credit card terminal, typewriter, computer terminal, laptop computer, personal computer, tablet, printers, or other equipment as directed.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MENTAL DEMANDS

The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, and multiple concurrent tasks.

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

· High school diploma or general education degree (GED); or 1 year of related experience and/or training; or the equivalent combination of education and experience. Work related experience should consist of a technical background in information resources or products. Educational experience, through in-house training sessions, formal school or technical industry related curriculum, should be business or financial industry related.

· Basic experience, knowledge and training in merchant or bank card activities, terminology and products and services.

· Basic knowledge of related state and federal banking compliance regulations, and other Bank operational policies.

· Basic skills in computer terminal and personal computer operation; host computer system; and word processing and spreadsheet software programs.

· Basic typing skills to meet production needs of the position.

· Basic math skills; calculate interest and balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; count currency, coin and negotiable instruments in a timely manner.

· Effective verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, train personnel, interpret documents, understand procedures, write reports, correspondence, and speak clearly to customers and employees.

· Ability to deal with simple problems involving multiple facets and variables in standardized situations.

· Good organizational and time management skills.

· Ability to work with general supervision while performing duties.

· Current Kentucky driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.

Management reserves the right to change this job description at any time according to business needs.