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

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)