Credit Card Supervisor

Job Description:

This person is responsible for elements of portfolio oversight, vendor management and supervising staff around daily activities with respect to credit card products/services. This person ensures that all daily work is completed, posted timely and accurately to provide internal and external customer satisfaction.  This person is responsible for staff development and training, as well as continuous process improvement.  The person works closely with vendors on a day-to-day basis to ensure issue resolution, SLAs are being meet and for implementation of updates, upgrades and new products and services.

Qualifications:

This person should have a bachelor’s degree and five years of experience, or the equivalent. Bank-related and/or credit card experience is strongly preferred. Ideally would have, or obtain within 2 years of start date, Visa Certification (Professional) through Visa University.  This person must possess a working knowledge of banking operations, transaction flows, risk controls, compliance, and technology used by the corporation. Excellent leadership skills, analytical skills, decision making skills and change management skills are required. Excellent written and oral communication and the ability to communicate effectively with all levels within the corporation and vendors is necessary.

Principle Responsibilities:

1. Lead the team and develop an atmosphere of teamwork, open communication and unity.  Provide oversight of all services offered.  Actively mentor staff and ensure they are trained, evaluated, and motivated to perform their responsibilities in an effective and positive manner.

2. Direct and collaborate with vendors to ensure our products and services are producing the expected customer experiences that they are intended to create.

3. Maintain an understanding of industry regulations, products, technologies and trends.

4. Act as a representative for the credit card department on projects. Working with project team members to determine priorities, analyze alternatives, and select applicable methods for completion.

5. Be a resource and a subject-matter expert for management and staff regarding department processes, procedures and systems related to credit cards.

6. Lead change initiatives to contribute to process improvements, operational efficiencies, and superior customer service. Empower staff/teams to self-change processes.  Looking for both incremental improvements and transformational opportunities.

7. Evaluate and manage the operational risk within all functions of the department. Investigate and research more complex data and customer problems by gathering appropriate information. Interact with a diverse number of internal and external contacts.

8. Delegate and assign tasks and responsibilities to employees. Monitor performance and provide necessary feedback. Clearly communicate goals, and challenge employees through job enrichment. Analyze and assess conditions thoroughly to make independent decisions regarding daily processing and procedural issues.

9. Work with appropriate vendors and/or internal departments to resolve system, software, and connectivity issues.

10. Develop and implement processes and reporting to monitor quality and quantity performance to ensure adherence to established Performance Level Standards (PLS), and report performance to management at least monthly.

11. Actively pursue developmental and growth opportunities as identified by you and/or your manager.

12. Act in accordance with First Bank & Trust policies and procedures as set in the employee handbook.

13. Adhere to compliance procedures and participate in required compliance training

Compensation Grade

First Bank & Trust is an Equal Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or status as a protected veteran. Read our complete Equal Employment Opportunity Policy Statement. Applicants who would like to request reasonable accommodation to the application or interview process should call Human Resources at 800.843.1552 or email hr@bankeasy.com.