ROLE

The Card & Fraud Services Manager is responsible for overseeing the bank’s card services and fraud prevention functions, ensuring effective protection against financial loss while delivering an exceptional customer experience. This role provides leadership across fraud monitoring, dispute resolution, card operations, and regulatory compliance efforts, and is responsible for developing and implementing strategies to address emerging fraud risks and improve operational efficiency. 

ESSENTIAL FUNCTIONS
This position is responsible for the following functions:

Fraud Prevention & Risk Management
• Lead and manage fraud detection, prevention, and mitigation strategies for debit and credit card portfolios 
• Monitor fraud trends, emerging threats, and transaction patterns; recommend and implement proactive controls
• Oversee fraud case investigations, chargebacks, and disputes to ensure accurate and timely resolution 
• Collaborate with card networks, processors, and law enforcement on fraud-related matters, as needed
• Ensure adherence to all applicable regulations, including Reg E, Reg Z, NACHA, PCI-DSS, BSA/AML

Card Services Operations
• Oversee daily card operations, including card issuance, maintenance, transaction processing, and exception handling
• Manage vendor relationships with card processors, fraud monitoring platforms, and card networks
• Ensure service levels, KPIs, and SLAs are met or exceeded 

Leadership & Team Management
• Lead, coach, and develop the Card & Fraud Services Department 
• Establish performance goals, conduct reviews, and promote a culture of accountability and continuous improvement
• Develop training programs to keep staff current on fraud trends, regulations, and industry best practices 

Customer Experience 
• Ensure fraud prevention efforts balance risk mitigation with a positive customer experience 
• Resolve escalated customer issues related to card usage, fraud claims, and disputes 
• Collaborate with customer service and branch teams to improve customer education and communication 

Strategy, Reporting, & Compliance
• Develop and maintain policies, procedures, and internal controls related to card and fraud services
• Prepare reports for management detailing fraud losses, recovery rates, trends, and operational performance 
• Support audits and regulatory exams related to card services and fraud management 

Various other duties as assigned

QUALIFICATIONS
EDUCATION/CERTIFICATION: High School Diploma or equivalent required 
REQUIRED KNOWLEDGE: Proven experience in fraud investigation and mitigation strategies related to debit card transactions, proficiency in using fraud detection systems and reporting, full knowledge of customer databases and systems utilized by Peoples Bank and Trust, understanding of all PBT policies and procedures related to debit cards and Reg E rules, as well as Visa regulations and requirements 
EXPERIENCE REQUIRED: 5+ years banking and/or fraud detection experience preferred 
SKILLS/ABILITIES: Attention to detail, strong written and verbal communication skills for interacting with customers regarding potential fraud, self-motivation, selfmanagement, ability to consistently follow through on tasks, problem 
solving, organized, analytical, interpersonal, time management, computer literacy, and strong ability to multi-task with the ability to work independently and as part of a team

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
TALKING: Ability to speak effectively and communicate clearly
AVERAGE HEARING: Ability to hear average conversations at a standard level in an office environment around other customers and bank personnel
REPETITIVE MOTION: The employee is regularly required to type throughout the day
FINGER DEXTERITY: The employee is regularly required to use their hands to type and maneuver a mouse
AVERAGE VISION: Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus with 20/20 vision (with or without the assistance of eyeglasses/contacts)
PHYSICAL STRENGTH: The employee may occasionally lift and/or move up to 25 pounds (unassisted), as well as stand or sit for long periods of time

WORKING CONDITIONS
General professional office environment with climate control and adequate lighting. Occasional additional hours outside of regular bank service hours to complete tasks.

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
REASONING ABILITY: Ability to deal with a variety of variables under only limited standardization.
MATHEMATICS ABILITY: Strong numeric capabilities; ability to add, subtract, multiply, and divide in all units of measure using whole numbers and common fractions.
LANGUAGE ABILITY: Ability to read, analyze, and interpret documents. Ability to communicate clearly.

INTENT AND FUNCTION OF JOB DESCRIPTIONS
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified 
employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, 
layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective 
compensation system. 

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. 
Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities 
included have been determined to be the minimal standards required to successfully perform the positions. In no 
instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. 
Additional functions and requirements may be assigned by supervisors as deemed appropriate. 

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to 
reasonably accommodate disabled individuals. However, no accommodations will be made which may pose 
serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its 
status as an at-will employer. Employees can be terminated for any reason not prohibited by law