Card Product Analyst

COMPANY DESCRIPTION: Forbright is a nationwide full-service bank and commercial lender focused on helping to build a brighter future for our clients and the communities we serve. Forbright is committed to exceptional client service by providing seamless, innovative personal banking services to depositors and creative financing solutions to visionary middle market businesses and investors in healthcare, technology, financial services, real estate, and other industries. COMPANY CULTURE: We are a dynamic, high energy, fun, and fast-paced organization that has an exciting growth trajectory, meaningful mission, and embedded responsible practices into our daily interactions. We offer our team members a culture of collaboration, inclusion, flexibility, recognition, and giving back. We look to hire individuals that are passionate about our mission, and who are motivated, customer and results-oriented, innovative, adaptable, and thoughtful. COMPANY MISSION:  We are a mission-driven institution. We operate a sound dynamic institution that is well capitalized, liquid, profitable and uses best practices to manage risk and assure compliance with laws and regulations. We use Forbright’s capital, capabilities, innovation, and expertise to help our clients succeed and contribute broadly to building a brighter future. 
JOB SUMMARY: 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. The Card Product Analyst maintains card program reporting, coordinates network and incentive requirements, supports product delivery, and identifies opportunities to improve cardholder engagement, customer experience, operational efficiency, and program controls.

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:

• 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 

POSITION REQUIREMENTS: We are committed to creating an inclusive workplace where all employees are capable of performing their job position. Work is primarily conducted in an office setting while certain positions may allow for remote work through the use of technology at management discretion. The functions described below are representative of those to successfully perform duties of this job. Reasonable accommodations may be made to enable employees to perform the essential functions. While performing duties of this job, the employee may be regularly required for extended periods of time to: • Remain in a stationary position • Use hands and fingers • Utilize a computer monitor with visual acuity • Operate technology or other office machinery such as printers, scanners, etc. • Communicate clearly verbally and/or in writing with others ADDITIONAL DUTIES: For Forbright Bank to remain efficient and nimble as a growing organization, team members are expected to exhibit a high level of flexibility regarding any duties that may be situationally assigned outside of this job description. PERKS/BENEFITS: • Comprehensive health, dental, and vision plans • 4 weeks PTO • 401k + company match • Metro SmartTrip benefits ($50/mo) • Remote or hybrid (4 days per week in-office) work schedules for most positions • Incentives for purchasing solar panels, electric vehicles, biking to work, etc. • Paid subscriptions to Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and more! • The Washington Post Top Workplaces winner for four consecutive years (2023-2026) CORE PRINCIPLES: • Excellence: Excellence is not a goal, but a standard, reflected in the precision of our work and the quality of our decisions. Excellence is a discipline that compounds over time and creates lasting value; it must be measured and managed. • People: Our people are our greatest strength. We foster a culture of respect, inclusion, and ambition - where everyone matters. We celebrate collaboration and teamwork and prize loyalty - to one another, the company, our mission, and values. • Innovation: We invest boldly in technology, harnessing innovation not for its own sake but to make banking and lending better, faster, and smarter for our clients, more efficient for our team, and more profitable for our shareholders. By combining human insight with technological excellence, we strengthen our ability to serve, to adapt, and to succeed in a changing world. Innovation is a continuous investment in new ideas. • Sound Practices: Our foundation rests on prudence, care, integrity, and discipline. We manage credit and business risk with rigor and fundamentals-based judgment, act with transparency, and uphold the highest standards of corporate governance and regulatory compliance to ensure sustainable growth and enduring financial strength. • Distinct Value: We focus our energy where we add value. We avoid the commoditized and the ordinary, choosing to compete through insight, specialization, technology and service. By concentrating on areas where expertise matters and relationships endure, we create differentiation that is defensible and lasting. • Clients: We exist to advance our clients’ success and to help them grow. We listen deeply, think creatively, and deliver solutions that solve problems, drive impact and add value. Every client relationship is built on partnership, performance, and purpose. • Shareholders: We are committed to creating exceptional value for our shareholders. We invest for the long term and view our shareholders as partners – not observers - in value creation. We allocate capital wisely, execute with precision, and continuously adapt our business model to pursue the most attractive, risk-adjusted returns. We work to make rational decisions, avoid unnecessary complexity, maintain strong liquidity and capital, and communicate with clarity and honesty. We measure success both by current performance and by the durability and quality of the long-term value we build. • Communities and the Environment: We believe prosperity and responsibility go hand in hand. We invest in inclusive opportunity and environmental stewardship. Our goal is simple - to do our part build a brighter, more sustainable future for the communities we serve and the world we share. It is the policy of Forbright Bank to provide equal employment opportunities to all qualified individuals and to administer all aspects and conditions of pre-employment and employment without regard to protected characteristics. Employment with Forbright Bank is at-will, which means that either you or the Company may terminate the relationship at any time. By applying, you acknowledge that you have reviewed our CCPA Privacy Notice.