Card Services Manager

About the position

The Card Services Manager is responsible for the oversight of the day-to-day activities of the Card Services Specialists related to service delivery to internal and external members, quality assurance and departmental collaboration. Supports the back-office customer account maintenance and servicing functions and leads and drives results for the Card Services initiatives. Ensures all departmental personnel deliver exceptional member service, aligned with the credit union's core values and mission statement. Manages escalations in a professional manner to maintain positive member relations.

Responsibilities

• Manages and directs Card Services operations employees to ensure a trained, motivated, and highly engaged professional staff capable of providing efficient and effective service delivery and operational excellence.
• Interviews, recommends hiring, schedules, assigns work to, establishes performance expectations, and recommends the necessary discipline and/or discharge of subordinate staff members, while maintaining required personnel documentation.
• Coaches and counsels' staff on an ongoing basis and recommends corrective action for team members, as necessary.
• Gathers information by observing workflows, reading policies and procedures, and conducting employee interviews to improve operational efficiency.
• Oversees payment related transactions that transpire at Navigant Credit Union related to Card Services, which includes all credit union card products, Mastercard Debit and Credit, and our ATM and IBK terminals.
• Processes charge-off packages / disputes in accordance with Regulation E and handles all ATM transaction matters including card maintenance and exception posting(s).
• Serves as the Credit Union's liaison with our fraud mitigation team for the oversight and monitoring of card related transactions for unusual activity.
• Tracks the Master card Debit and Credit / ATM / IBK general ledger loss and provides monthly updates to management on the pattern(s) and growth(s) of loss.
• Oversees departmental related audits related to Deposit Operations/Deposit Compliance/Card services, including the annual completion of risk assessments within WolfPAC.
• Manages vendor relationships concerning the annual VDD, COI, and SLAs as part of the contractual obligations.
• Supervises inventory management with our third-party card issuer to guarantee adequate stock of card materials, including card carriers and other pertinent inserts.
• Assists in testing new core system applications/modules as well as new releases for existing modules including performing release management, new products/services, modules, etc.
• Works collaboratively with the learning and development department related to new hire onboarding and refresher training related to Card Services operations functions.
• Stays abreast of applicable federal and state rules and regulations related to ACH, Reg E, Reg Z, Reg CC, Reg DD, TISA and legislations that may impact the Credit Unions programs.
• Works collaboratively with the VP, Head of Credit Card Sales and the First VP, Operations on new organizational projects / strategies to improve cost effectiveness across all business lines.
• Performs all other duties as assigned by the First VP, Operations.

Requirements

• High School diploma or equivalent (GED) education required.
• Minimum of 5+ year financial institution operations experience required, 2+ years in Card Services preferred.
• Minimum 2+ years' experience in a supervisory, leadership, coaching and mentoring role required.
• Proficient knowledge of ATM/Debit Card processing procedures required.
• Must display a positive attitude and show an aptitude and eagerness to learn quickly.
• Must have strong problem-solving skills, ability to analyze and solve problems independently.
• Must have strong attention to detail to complete assignments accurately.
• Must have excellent oral, written, telephone and interpersonal communications skills.
• Must have strong service orientation in alignment with the Credit Union's mission and core values.
• Must have the ability to comprehend and perform duties independently.
• Must have the ability to prioritize multiple tasks/projects to meet deadlines.
• Must be able to work effectively in team settings, work cooperatively on shared tasks and coordinate efforts.
• PC proficient, including Microsoft Office (Word, PowerPoint, Teams, PPT, Excel) the Internet, core banking systems and ancillary systems connected to Operations required.

Nice-to-haves

• Some college level accounting courses desirable.

Benefits

• Rich medical and dental plan
• Vision benefits
• Robust 401(k) with a generous employer match
• Tuition reimbursement
• Competitive salaries
• Paid volunteer days
• Opportunities to give back to the community