Card Services Team Leader, Full-Time, Marlborough, MA, Hybrid

Schedule

Monday-Friday, 8am-5pm, Hybrid

What You’ll Do

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).

What You’ll Need

• 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.

• Strong understanding of Microsoft Office preferred

What We Do

DCU is the largest credit union headquartered in New England – serving more than one million members in all 50 states. With over 1,900 team members, we strive to make DCU a great place to work with an excellent work-life balance and a community that cares.

DCU is an equal-opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you’re applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to careers@dcu.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.