Lead a diverse Card Operations team and create a motivational atmosphere by training, coaching, monitoring, and providing feedback
Responsible for day-to-day card operations and manage a team that resolves member service-related issues related to refunds, disputes, and card replacements
Manage the workflow of tickets required for problem resolution
Provide supervision of the core daily functions including transmissions of files between Fidelity and the vendors, reviewing, and reconciling daily reports, and managing daily issue resolution
Create and ensure quality controls; be responsible for proactively managing department and team level service level agreements and KPIs; research, develop, and update written procedures
Provide continued feedback and recommendations to department leadership relative to overcoming any operational deficiencies

5+ years Expertise in Card Operational product and processes
Experience in managing complex operations, including card issuance, transaction processing, fraud management, and dispute resolution
Familiarity with card issuance, transaction authorization, card payments, transfers, returns, maintenance, dispute resolution, fraud management, and account closures
Core Knowledge of the HSA and Reimbursement Account products
Experience supervising and training employees, motivating teams, and ensuring high performance

Manager, Healthcare Card Operations

Key skills