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October 28, 2022
Grade 5
Location: Brookings, SD
Overall Functions
This person is responsible for supervising staff and daily activities in the Banking Operations Cards Department with respect to daily card-related products and services. This person will oversee operational functions related to card maintenance, ordering and research for debit and credit card products/services, customer disputes and the bank’s ATM fleet. This person ensures that all daily work is completed timely and accurately to provide internal and external customer satisfaction.  This person is responsible for staff development and training, as well as continuous process improvement.  

This person should have a bachelor’s degree and three years of bank-related experience or the equivalent. This person must possess a working knowledge of banking operations, transaction flows, risk controls, compliance, and technology used by the corporation. This person must also possess excellent leadership skills, analytical skills, decision making skills and change management skills. This person must also display excellent written and oral communication and be able to communicate effectively with all levels within the corporation and external vendors.

1. Lead the team and develop an atmosphere of teamwork, open communication and untiy. Provide insight of all services offered. Actively mentor staff and ensure they are trained, evaluated, and motivate to perform their responsibilities in an effective and progressive manner. 
2. Be a resource and a subject-matter expert for management and staff regarding department processes, procedures and systems related to card products and dispute processing. Research and resolve escalated issues.

3. Lead change with Continuous Improvement initiatives that contribute to process improvements, operational efficiencies, and superior customer service. Empower staff/teams to self-change processes, looking for both incremental improvements and transformational opportunities.  
4. Evaluate and manage the operational risk within all functions of the department. Investigate and research more complex data and customer problems by gathering appropriate information. Interact with a diverse number of internal and external contacts. Analyze and assess conditions thoroughly to make independent decisions regarding daily processing and procedural issues.
5. Work with appropriate vendors and/or internal departments to resolve system, software, and connectivity issues.
6. Develop and implement processes and reporting to monitor quality and quantity performance to ensure adherence to established Performance Level Standards (PLS), and report performance to management at least monthly.

7. Actively pursue developmental and growth opportunities as identified by you and/or your manager.

8. Act in accordance with First Bank & Trust policies and procedures as set in the employee handbook.
9. Adhere to compliance procedures and participate in required compliance training.


First Bank & Trust is an Equal Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or status as a protected veteran. Read our complete Equal Employment Opportunity Policy Statement. Applicants who would like to request reasonable accommodation to the application or interview process should call Human Resources at 800.843.1552 or email