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City National Bank of FloridaCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Transaction Support, Card Operations, and EFT Services, with a strong focus on regulatory compliance, operational controls, and risk management. Proven ability to lead teams, manage complex disputes, and implement process improvements in a regulated financial environment.
Highest-signal resume keywords
Transaction Support ManagementCard Operations OversightEFT Services ExpertiseRegulatory Compliance KnowledgeOperational Risk Management
About the role
Key responsibilities & impact- Provide leadership and daily oversight for Transaction Support, Card Operations, EFT support functions, the Special Handling Channel, transaction dispute processing, and related Digital Payments services
- Oversee Special Handling Channel requests, queues, aging, priority items, service-level performance, exceptions, escalations, controls, quality reviews, reporting, and backup coverage
- Oversee debit card operations and servicing, including card maintenance, orders, replacements, limits, exceptions, controls, vendor coordination, and escalations
- Oversee transaction, card, and EFT dispute processing, including claims, provisional credit decisions, investigations, documentation, recoveries, client notifications, and resolution
- Ensure compliance with Regulation E, card network requirements, Bank policies, record-retention standards, and applicable procedures
- Oversee Transaction Support activities including internal transfers, stop-payment requests, check orders, payment research, EFT exceptions, operational adjustments, and client and banker service requests
- Provide operational assistance across other Digital Payments functions based on business priorities and staffing or service-level needs
- Monitor operational standards, performance metrics, quality measures, aging, service levels, productivity, and risk indicators
- Identify operational, compliance, fraud, financial, and client-impacting risks and implement controls, monitoring, escalation, and corrective actions
- Serve as escalation point for complex card, EFT, dispute, operational, system, vendor, banker, and client issues
- Oversee reconciliations, exception reporting, settlement and adjustment review, outstanding-item follow-up, operational losses, recoveries, and management reporting
- Lead or support system implementations, vendor enhancements, testing, release validation, product changes, and process improvement initiatives
- Partner with Fraud, Compliance, Legal, Enterprise Risk Management, Treasury Management, Operations, Client Service, Product Management, Technology, and third-party providers
- Participate in audits, examinations, risk assessments, control testing, and regulatory reviews; ensure timely issue remediation
- Maintain current knowledge of card products, EFT services, dispute regulations, fraud trends, card network requirements, operational risks, technologies, and industry developments
Requirements
What you’ll need- Minimum 3 years of progressive experience in Transaction Support, card operations, EFT services, transaction disputes, payment operations, or related financial services functions
- Minimum 2 years of leadership or lead experience within a regulated financial institution, including operational controls, regulatory compliance, risk management, employee development, and client service
- Strong knowledge of Transaction Support, card operations, debit card servicing, EFT services, operational exceptions, client-service requests, and related controls
- Strong knowledge of the Special Handling Channel or comparable high-touch service-request channel, including queue management, prioritization, approvals, processing controls, aging, reporting, and escalation practices
- Knowledge of consumer and commercial transaction dispute processing, including Regulation E requirements, applicable card network rules, investigation standards, documentation, provisional credit, resolution timeframes, recoveries, and client notifications
- Knowledge of card fraud and exception processes, third-party card service provider oversight, operational losses, reconciliations, adjustments, and settlement-related controls
- Experience managing internal transfers, stop-payment requests, check orders, payment research, EFT exceptions, operational adjustments, and related Transaction Support activities
- Ability to lead operational initiatives, system implementations, testing, vendor changes, business continuity exercises, and process improvement efforts
- Ability to analyze and resolve complex card, EFT, dispute, Special Handling Channel, operational, regulatory, vendor, banker, and client-related issues
- Excellent organizational, analytical, communication, problem-solving, people-management, and time-management skills
- Advanced proficiency in Microsoft Office applications, card and payment platforms, queue-management systems, reporting tools, and related operational technology
- Bachelor's Degree in Business Administration, Finance, Operations, or a related field
- An equivalent combination of education and relevant professional experience may be considered
- APRP, AAP, or CTP preferred
Benefits
Comp & perks- Equal Opportunity Employer
- Reasonable accommodations for applicants participating in the interview process
- Hybrid workplace arrangement
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Transaction Dispute ProcessingDebit Card ServicingOperational ControlsQueue ManagementProvisional Credit DecisionsReconciliation ProcessesPayment ResearchSystem ImplementationsProcess ImprovementFraud Detection
Soft Skills
LeadershipAnalytical SkillsProblem-SolvingCommunicationTime Management
Tools & Technologies
Microsoft Office ApplicationsCard and Payment PlatformsQueue-Management SystemsReporting ToolsOperational Technology
Certifications & Qualifications
APRPAAPCTP
Industry Keywords
Regulation EClient ServiceOperational AdjustmentsService-Level PerformanceFraud TrendsCompliance StandardsFinancial ServicesHigh-Touch Service-Request ChannelVendor CoordinationAudit Participation