Card Services Supervisor-$1000 Sign On Incentive (
Company: Wescom Central Credit Union
Location: Anaheim
Posted on: August 2, 2022
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Job Description:
POSITION SUMMARY:
Responsible for managing and directing the Card Services department
operations and team development, mentoring, coaching, performance,
and service delivery. Incorporates best practices for enhanced
member experience, engagement, operational efficiency, and cost
savings. Possesses strong technical aptitude and proficient
knowledge of the card Industry, card processing networks, and rules
and regulations.
Manages the day-to-day operations, including but not limited to,
resolving complex issues and escalated member situations, card
security, settlement and balancing, reconciliation, compliance,
risk mitigation, maintenance, disputes and fraud, and productivity.
This role provides direction and support to Wescom team members,
programming team, and vendor partners. Must exemplify the
Department's Service Standards, the Credit Union's Core Values and
Mission Statement.
ESSENTIAL POSITION FUNCTIONS:
Directly supervises and effectively develops, mentors, coaches,
directs, and empowers department team members to equip them with
the expertise and skills to drive departmental and organizational
success coupled with maintaining the credit union's primary focus
of Signature Member Experiences. Participates in recruiting,
monitors performance, and takes appropriate corrective actions as
required.
Availability 24/7/365 to help resolve issues with FDR-Fiserv
network and the like.
Ensures reconcilement and balancing are performed accurately and
timely for all general ledgers.
Provides supervision of the Senior Card Fraud Analysts and assists
with the mitigation of fraud by approving rules that limit
fraudulent transaction patterns. Takes proactive measures to limit
exposure to fraud losses by incorporating appropriate fraud defense
tools and implementing internal department controls.
Assists Director with managing and monitoring the operating budgets
for the department, including any third-party related expenses.
Ensures expenses are controlled within plan and the departments'
goals.
Possesses expert knowledge and remains apprised of regulations
while insuring compliance with government regulatory policies,
state and federal laws, Via Association operating rules and
validating that team members' comply. Regulation E, Regulation Z,
Fiserv/STAR and CO-OP Network Operating Rules and Payment Card
Industry (PCI) Security.
Creates, modifies, and maintains operating policies and procedures
to ensure the highest levels of Member service, productivity and
internal controls to mitigate risks. Performs periodic quality
control checks to insure that team members are abiding by the
policies, procedures, regulations, and productivity standards.
Possesses exceptional problem solving skills and inherent decision
making abilities in order to work independently to trouble-shoot
complex issues and resolve escalated member situations.
Analyzes statistical data of trending activity to identify changes
in member behavior and, if applicable, implement process and
product improvements. Researches, evaluates, recommends, and leads
projects that pertain to the scope of the department; such as new
products and features to enhance member experiences and
engagement.
Streamlines operations for enhanced member experience, operational
efficiency, compliance, cost savings, and risk mitigation.
Develops and manages effective relationships with outside credit
union vendor partners' while evaluating their effectiveness and
make recommendations as needed.
Facilitates and coordinates communication and support between
Information Systems, Computer Operations, Finance, Branch
Operations, Marketing, Digital Channels, Member Contact Center and
other internal departments.
Manages the team and department operations in the absence of the
Director.
Performs other related duties as assigned or requested.
EDUCATION, EXPERIENCE, SKILLS AND ABILITIES:
High School graduate. Bachelor's Degree preferred or equivalent
experience
Previous financial industry and customer service experience
preferred.
5 to 7 years' experience within the card payments industry; and
supervisory experience within financial services.
Ability to build a highly effective and efficient team; Exceptional
problem solving skills and inherent decision making abilities;
Expert knowledge of regulations, state and federal laws, and
network operating rules; Proficient Project Management skillsets;
Ability to multi-task in a fast paced environment; and Advanced
General Ledger and Reconciliation experience.
Excellent written and verbal skills; Prepare reports; Memos; Member
letters; Vendor
Partner communications; Evaluations; Procedures; and public
speaking. Fluent in
English and second language desired.
COMPUTER SKILLS:
Advanced in Microsoft applications (Word, Excel, Outlook). Must be
proficient in technology applications including the Credit Union's
operating system and specialized software required for performance
of position.
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply and divide in all units of
measure, using whole numbers, common fractions and decimals.
Ability to compute rates, ratios and percentages.
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. While performing the duties of
this job, the employee is frequently required to stand; walk; sit;
use hands to finger, handle or feel; reach with hands and arms,
climb or balance, stoop kneel, crouch, crawl; talk or hear and
taste or smell. The employee must occasionally lift and/or move up
to 10 pounds. Vision abilities required by this job include close
vision, distance vision, color vision, peripheral vision, depth
perception and ability to adjust focus.
WORK ENVIRONMENT:
This position may qualify as Remote or Hybrid with a home base at
one of Wescom's offices. The Remote or Hybrid status may be
discontinued by Wescom in its sole discretion at any time and for
any reason or no reason, with or without notice by Wescom or
Employee.
The work environment characteristics described here are
representative of those an employee encounters while performing
functions of this job.
The noise level in the work environment is moderately quiet. It is
a non-smoking environment.
The above job requirements are representative of minimum levels of
knowledge, skills, and abilities. The marginal functions have not
been included. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential
functions.
This job description in no way implies that these are the only
duties to be performed. An employee will be required to follow any
other job-related instructions and duties as requested by the
supervisor and/or management.
Keywords: Wescom Central Credit Union, Anaheim , Card Services Supervisor-$1000 Sign On Incentive (, Other , Anaheim, California
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