Description

Take a leap and join our team!

At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ individual stories and unique experiences are our most valuable asset. But it’s how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together.

Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority.

Get to know us:  About - Gesa Credit Union

Role Summary:

Reporting to the AVP of Operations and Card Services, the Card Services Manager/Team Leader supervises the day-to-day operations of the Card Services Department. Gesa’s debit and credit card portfolios represent a large revenue channel, as well as a major potential source of credit loss and fraud loss risk to the credit union. In addition, plastic cards are a major member touchpoint. The Card Services Manager/Team Leader is responsible for administering the activities of the Card Services Team to support a plastics product and plastics user experience that is simple, reliable, competitive in the marketplace, and provides value for members and staff, all while balancing the inherent risk of the card products. The Card Services Manager/ Team Leader shall actively seek out and make recommendations to the AVP of Operations and Card Services regarding formulation, development, and implementation of procedures to enhance the capabilities of the Card Services Team, improve the plastics products, limit risk to the credit union, or improve the plastics user experience.

What You Will Be Doing:

1. Provide leadership oversight to the Card Services Team including hiring, supervising, evaluating, and taking disciplinary action. Act as a point of escalation for subordinates and Gesa members with card related inquiries when appropriate.
2. Develop and monitor of performance standards for the Card Services Team to ensure tasks are performed accurately and efficiently, and that team members are providing exceptional service to both members as well as coworkers. Coach the Card Services Team members as needed to ensure performance standards are met.
3. Act as a first line of defense against debit card fraud, detecting fraud trends that put our cardholders at risk. The Card Services Representative Sr and Card Services Manager strategically implement fraud prevention rules meant to mitigate fraud while minimizing negative cardholder impact.
4. Oversee debit and ATM card merchant disputes and fraud claims.
5. Encourage the professional development and success of the Card Services Team members. Provide regular coaching sessions to subordinates. Offer additional learning opportunities to subordinates whenever possible and appropriate.
6. Ensure uninterrupted completion of Card Services tasks. Maintain and document a continuity plan for the Card Services Team. Review the documented plan regularly to ensure it is current, and that Card Services Team members understand their role in the event that the continuity plan needs to be initiated.
7. Debit and Credit card reporting for the organization.
8. Work with internal and external stakeholders, as appropriate, to ensure that staff in various areas of the credit union have the tools, training, and resources necessary to assist Gesa’s members with card related inquiries.
9. Actively seek out and make recommendations to the AVP of Cards regarding formulation, development, and implementation of procedures to enhance the capabilities of the Card Services Team, improve the plastics products, limit risk to the credit union, or improve the plastics user experience.
10. Continually look for ways to make department more efficient through reporting, updating of technology and cross functional projects.
11. Display leadership values such as trust, dignity, respect, and acting in the best interest of the credit union. Lead by example by displaying solid ethics and integrity at all times. Control risk and operate in a safe and sound manner. Consistently display respect for all areas of diversity and levels of knowledge.
12. Attend credit union training sessions, conferences, or seminars as approved by supervisor.
13. Maintain an awareness of laws, rules, regulations, policies and procedures that affect the Card Services Department, and evaluate the impact of proposed changes to existing department policies and procedures.
14. Have a general knowledge of all service products offered by the Gesa.
15. Maintain and protect all sensitive data utilizing the highest standard of confidentiality and professionalism.
16. Perform other duties and complete other projects as assigned.

About You:

1. Strong understanding of Credit Union debit and credit card products.
2. Understanding of the Credit Union difference.
3. Strong leadership, interpersonal, customer service, and listening skills.
4. Understanding of personnel concepts including employment, training, and appraisal.
5. Experience with Microsoft Office programs. Proficient with software applications and reporting.
6. Effectively communicate ideas and information, both verbally and in writing.
7. Ability to work as well as make informed decisions independently. Must consider multiple factors such as user experience, risk, and financial impact, to determine the best possible outcome in a given scenario.
8. Must complete work reliably and with great accuracy to minimize negative member impact and potential risk to credit union.
9. Ability to quickly grasp and adapt to changes in business models and new technologies.
10. Strong knowledge of troubleshooting skills, techniques, and tools.
11. Strong knowledge of IT technologies, processes, and procedures.
12. Contribute to process improvement efforts.
13. Strong organizational skills and the ability to adhere to schedules and project deadlines.

Leadership Core Competencies: 

Leaders at Gesa Credit Union are lifelong learners who, by developing themselves, are better able to grow our team members and our organization as well as serve as influential role models for each other.  We believe that every team leader, no matter their position or years of experience, must model and continue to strengthen these competencies which are foundational to our view of leadership and support the achievement of our strategic goals.

• Leading Others
• Developing Others
• Emotional Intelligence
• Social Responsibility
• Performance & Results Orientation

Qualifications

What You Will Need:

1. Bachelor’s Degree or equivalent experience. Major in Business, Finance, or Management preferred.
2. Minimum five (5) years of professional work experience, experience in the financial industry preferred. Knowledge of credit union services and products preferred.
3. Minimum five (5) years of experience managing a team/direct reports.
4. Ability to create and format documents in Microsoft Office programs such as Word, Excel, and Power Point.
5. Some travel will be required to fulfill duties, career development, and responsibilities.

Our Team Member Value Proposition:

In exchange for bringing your talent to Gesa, here are a just a few of the benefits and perks we offer:

• Competitive Pay
• Medical, Dental, Vision, and Life Insurance
• 20 days/year of Paid Time Off – Plus 10 Paid Holidays!
• 401(k) Match
• Incentive Program
• Tuition Assistance and Student Loan Repayment
• Commuter Benefits
• Paid Time Off to Volunteer in the Community
• Product discounts
• Engaging Work Environment
• Rewards and Recognition Programs

Salary Range:

$74,679.01 -$112,018.51

Get wise to what’s possible with a career at Gesa. Join us!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact the HR Department at (509) 378-3100 or hrmail@gesa.com to request an accommodation.

Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.

Selected candidate(s) must be able to pass a pre-employment credit/background check.

Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.

Equal Employment Opportunity (gesa.com)

Salary : $74,679 - $112,019