Senior Manager, Card Services, Digital Banking

Forbright Bank

Remote

Full Time

Posted August 4, 2026

$92k - $102k

Energy Management

Remote

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Job Description

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.

Key Responsibilities

Oversee the daily operations of the card services function, supporting debit card administration and debit card dispute activities
Manage a blended team responsible for debit card servicing, including card issuance, replacement, reissuance, and dispute processing
Ensure operational workflows are executed accurately, efficiently, and in accordance with defined SLAs and internal controls
Serve as the operational subject matter expert for debit card services, providing guidance and escalation support, as needed
Oversee debit card administration processes, including card ordering, replacements, inventory management, and program maintenance
Establish and maintain controls over card inventory forecasting, tracking, and shrinkage prevention
Monitor and report on key debit card program performance metrics such as activation rates, reissue volume, replacement cycle times, and customer impact trends
Partner with internal stakeholders and third-party providers to ensure program stability, operational readiness, and consistent customer experience outcomes
Oversee end-to-end operational execution of debit card disputes, including chargeback submission through the Bank’s third-party processor
Ensure compliance with Regulation E requirements, including investigation timelines, provisional credit obligations, and final resolution standards
Maintain dispute procedures, workflows, and operational controls to support consistent and compliant execution
Monitor dispute resolution SLAs, track Reg E deadlines, and implement any corrective actions as needed
Partner with Fraud, Risk, and Compliance teams to ensure alignment and clarity regarding roles and responsibilities related to debit card dispute processing
Ensure Card Services operations comply with applicable regulatory requirements, network rules (including Mastercard), internal policies, and audit standards
Serve as the primary operational contact for audits, exams, and reviews related to debit card services and debit card disputes
Support audit requests, issue remediation efforts, and ongoing control enhancements related to Reg E and debit card operations
Proactively identify operational risks and partner with leadership to strengthen controls and reduce customer and regulatory exposure
Manage, coach, and develop a team of mostly remote Card Services staff, setting clear expectations for performance, quality, and accountability
Promote a culture of ownership, precision, and regulatory awareness within the Card Services function
Support training initiatives related to card services processes, dispute handling, and regulatory execution
Perform other duties as assigned

Requirements

Bachelor’s Degree in business, finance, or a related field, or equivalent experience required
Minimum of 7 years of experience in financial institution operations required
Minimum of 5 years of experience in leadership / management 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 their operational implications
Experience partnering with Risk, Compliance, Audit, and third-party vendors in a regulated banking environment
Experience working with Marqu eta 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