Card Product Analyst
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The Card Product Analyst supports the growth, performance, and ongoing management of Forbright Bank's debit card program and future secured card offerings. This role works across Product, Operations, Marketing, Finance, Fraud, Compliance, Risk, Technology, Customer Care, and external partners to translate program data, customer feedback, network requirements, and business needs into well-defined, executable solutions.
DUTIES AND RESPONSIBILITIES:
- Build, maintain, and enhance card program performance dashboards, scorecards, and recurring management reporting
- Monitor and analyze card activation, usage, transaction volume, purchase activity, fraud, ATM activity, disputes, chargebacks, digital wallet adoption, and other customer engagement and program performance metrics
- Identify performance trends, risks, and opportunities, and prepare clear findings and recommendations for product leadership and cross-functional partners
- Manage Network incentive reimbursement activities, including tracking eligible commitments, coordinating required documentation with Marketing, submitting support, and monitoring reimbursement status
- Partner with Operations and Finance to ensure Network rebates and reimbursements are accurately recorded, reconciled, and reported
- Manage Network mandates, certifications, reporting obligations, and implementation requirements; coordinate quarterly network reporting submissions for accuracy and timeliness
- Support day-to-day relationships with card networks, processors, ATM networks, digital wallet partners, and other vendors; coordinate issue resolution, operational readiness, and follow-up actions
- Partner with Product leadership to define, prioritize, and maintain the card product roadmap and backlog; support backlog grooming, release planning, and prioritization activities
- Gather and document business requirements, business rules, user stories, acceptance criteria, process flows, and functional specifications for card product and operational enhancements
- Coordinate user acceptance testing, defect validation, production validation, release readiness, implementation planning, and post-production monitoring
- Track roadmap commitments, implementation milestones, dependencies, risks, decisions, open questions, and required stakeholder actions; escalate issues when necessary
- Analyze customer complaints, servicing trends, contact drivers, disputes, transaction exceptions, and Voice of Customer feedback to identify recurring pain points and enhancement opportunities
- Partner with Operations, Customer Care, Fraud, and Technology to identify and implement product enhancements that reduce operational workload, manual intervention, call volume, and customer friction
- Support customer communications, disclosures, launch activities, and change-management efforts associated with card program enhancements and network requirements
- Support audit, compliance, risk, and regulatory examinations related to the card program, including gathering evidence, responding to requests, and tracking remediation items
- Maintain card program documentation, procedures, controls, decision logs, governance materials, and implementation artifacts
- Collaborate with Compliance, Risk, Legal, Fraud, Technology, Operations, Finance, Marketing, and Customer Care to advance product objectives and resolve issues
- Prepare executive-ready reports, presentations, recommendations, and program updates
- Perform other duties as assigned
QUALIFICATIONS:
- A Bachelor's Degree in Business Administration, Finance, Economics, Information Systems, Marketing, Data Analytics, or a related field required
- Minimum of 3 years of experience in product management, product operations, business analysis, payments, card programs, banking operations, digital banking, fintech, or a related field required
- Experience supporting debit card, prepaid card, credit card, secured card, payments, money movement, or digital wallet products preferred
- Experience working with card processors, payment networks, ATM networks, digital wallets, or card program vendors preferred
- Experience gathering business requirements and translating business needs into product or process enhancements preferred
- Experience managing backlogs, user stories, acceptance criteria, testing, and prioritization processes preferred
- Experience working in a regulated financial services environment preferred
- Familiarity with card network mandates and rules, Regulation E, card disputes, fraud operations, digital wallets, tokenization, and card servicing processes preferred
- Proficiency with Microsoft Office tools, including Outlook, Word, PowerPoint, and Excel
- Excellent verbal, written, and interpersonal communication skills
- Strong organizational skills and attention to detail
- Outstanding analytical, problem-solving, and time-management skills
- Ability to translate data, customer feedback, network requirements, and operational information into practical recommendations
- Self-motivated, self-directed, and results-oriented
- Adaptable and able to manage multiple priorities in a fast-paced environment
- Can work independently and within a team; solution-oriented with a collaborative approach
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Forbright Bank
View Company ProfileForbright Bank (operating at forbrightbank.com) is a nationwide full-service bank and commercial lender platform engineered for helping build a brighter future for clients and communities. Founded in 2003 by John Delaney (Chairman), Don Cole (CEO), and Chris Lynch (CFO) and headquartered in Chevy Chase, Maryland, Forbright Bank focuses on providing innovative banking solutions instead of traditional banking methods. Under the hood, Forbright leverages digital banking technology to offer a range of financial services. This allows clients to reach their financial goals and contribute to the growth of their communities. Backed by a $410M funding round.
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