Lead Debit Card Representative - Toms River, NJ

At OceanFirst Bank, each one of our employees plays an important role in delivering value to our customers and executing daily tasks in accordance with our core values. We recognize that our employees are essential to our success, making 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, 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!

ABOUT YOUR ROLE
The Lead Debit Card Representative is a subject matter expert for the daily operations of the Debit Card processing tasks. This position's responsibilities include adhering to all operating policies, procedures, and regulations, limiting loss exposure for Debit Card, reviewing current operational processes for efficiencies, and acting as a subject matter expert resource for Debit Card Representatives and Associates.

WHAT YOU WILL DO
1. Supports the debit card fraud protection program for the Bank, partnering with the Fraud Monitoring department to institute fraud detection and prevention methods to include maintaining compromised Debit Card list, reporting fraud losses, and performing due diligence to ensure against future fraud.
2. Assists with debit card incident response efforts and performs impact assessment before hand-off to the Fraud Monitoring department and Infosec for signoff and communication with senior leadership on debit card attacks.
3. Instructs Debit Card Representatives and Associates with debit card disputes to ensure they were handled in accordance with compliance and regulations and to look for fraud red flags.
4. Responsible to monitor Core system for any debit card related issues or upgrades and inform management and perform procedure changes when necessary.
5. Assists manager with staff development to meet and exceed service levels and KPIs, ensure operational excellence in the development of procedures, and schedules and/or performs appropriate training.
6. Ensures Bank policies and procedures are executed and provide guidance on complex operational card issues.
7. Maintains knowledge of all rules governing Debit Card processing, Visa, and Regulation E rule changes, as well as all procedural changes.
8. Acts as debit card subject matter expert on bank conversions and debit card team's activities.
9. Administers the card portfolio by overseeing all reissues, card purges and inactivated card cleanup efforts.
10. Assists with the analysis of disputes to refine fraud loss strategy and determine alternate methods to limit potential losses.
11. Identifies and implements process enhancement improvements.
12. Maintains proper processing and documentation to assist in achieving satisfactory or better Debit Card audits and implements resolutions to any findings.
13. Manages exception items on reconciliation of general ledger for outstanding provisional credits and final resolution on disputes.
14. Assists with the department's compliance requirements, ensures that all staff members meet compliance and disclosure requirements and are cross trained in all, and updates department Decision Tree.
15. Acts as backup for Debit Card Manager in their absence.
16. Other tasks as assigned by management.