Schedule: Monday-Friday 8am-5pm

Summary/Objective:

Under the direction of the Card Services Assistant Manager, this position supervises the daily operations of their assigned team and supports management in meeting the goals and objective of the Card Services Department. Supervises and directs the work of the Card Services Team Members and Specialists under his/her direction. Has management of the card dispute process for debit, ATM and credit cards considering regulatory requirements and timelines, efficiently managing volume and continually seeking to optimize processes for his/her team. Stays abreast of industry knowledge by participating in vendor meetings, reviewing Visa bulletins and subscribing to newsletters from relevant resources. Recommends efficiency improvements to streamline card services processes and supports initiatives to implement approved recommendations as requested. Manages the scheduling for assigned team members to ensure adequacy of coverage. Assists in projects as requested and may act as department representative in cross departmental initiatives. May oversee the issuance of cards for instant issuance and maintains stock in a secure manner. Assists with system testing on all systems and upgrades to ensure they are current and vetted.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Working with assistant management, responsible for hiring, training, evaluating, developing, promoting, and disciplining team members within current policies and procedures established through Human Resources
• Plan, organize and supervise the daily functions of the Card Services Department to ensure that the needs of DCU members and employees are met and key performance standards are maintained
• Supervises the card dispute process in a compliant and operationally sound manner, evaluates process and recommends operational improvements as necessary for all assigned team members
• Ensures team members understand the dispute process and regularly evaluates the caliber of disputes processed to ensure proper documentation is obtained and all process steps are complete and accurate, addresses performance concerns
• Reviews and evaluates daily/monthly reports to ensure that productivity is within established requirements and report identified concerns/trends to Card Services Assistant manager
• Oversees the instant issue card process, ensuring cards are ordered in a timely manner and according to established security procedures.
• Ensures exceptional service provided by Card Services associates to members and internal customers
• Ensures that staff are adhering to established policies and procedures through effective monitoring processes, regular training and addressing identified gaps in process
• Works with the BSA/Fraud Department to report identified fraud trends or possible concerns as well as advise Card Services management
• Coaches, trains, motivates, and supervises the Card Services Team Members on a consistent basis with documented coaching plans
• Reviews and resolves and identifies the root cause of card related issues, concerns, requests, problems, and complaints received from members
• Gathers documentation and assists in responding to complaints received by regulatory agencies included, but not limited to the NCUA, BBB and Massachusetts Attorney General
• Ensures that all required testing is completed accurately and on time
• Engages in consistent communication with the team to ensure team members are kept up to date on changes to process, procedures, policies and department goals
• Conducts regular team meetings to ensure strong communication of expectations; performs formal one on ones with all direct reports at least monthly
• Fosters teamwork and strengthens relationships between Card Services and departments throughout the Credit Union
• Perform other job-related duties as assigned by Managers(s).

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Job Competencies:

• Superior verbal and written communications skills
• Decision making/ problem solving skills
• Team leadership and effective coach
• Strong analytical skills
• Guiding and developing others
• Adaptability
• Ability to prioritize within a fast-paced environment
• Ability to multi-task effectively and meet deadlines

Education and Experience Requirements:

• Must have a bachelor’s degree or equivalent work experience.
• Must have 1 year of supervisory or management responsibility experience.
• Knowledge of back-office procedures in customer service, account servicing, ATM, Credit/Debit or aspects thereof
• Must have strong background in customer support and possess superior service skills.
• Must have excellent oral and written communication skills.

Additional Eligibility Requirements:

• Strong understanding of Microsoft Office preferred

Supervisory Responsibility:

Responsible for Team Members and Specialists under his/her assigned team

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopier/scanner, filing cabinets, and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is a largely sedentary role. While performing the duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle, feel or operate objects, tools or controls and to reach with hands and arms.

Travel:
May require travel for training, vendor relationships

Service Excellence: The DCU Way:
All employees are expected to provide service excellence the “DCU Way” through teamwork and by providing quality service to internal and external members, incorporating the Guiding Principles of DCU’s culture:

• People come first
• Do the right thing
• Make a difference

Bank Secrecy Act (BSA):

All Credit Union employees are required to complete all BSA related training annually and maintain knowledge of current BSA policies, specifically those related to functions performed within the department and identify and report possible suspicious activity.

We are proud to be an EEO/AA employer M/F/D/V.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)