Assistant Manager, Card Services

Reporting to the Card Services Manager, the Assistant Manager is responsible for directing the operations and workflow of tasks in the Card Services department. The Assistant Manager is responsible for ensuring effective and efficient response time, quality member service, and overall member experience. The Assistant Manager handles or delegates disputes and fraud, production, delivery, and functionality of ATM, debit, and credit cards that help to support front line member operations. The Assistant Manager assists the Card Services Manager with performance monitoring of multiple third-party vendors. They provide timely, accurate and professional guidance to members and staff to ensure commitment to exceptional service delivery, and actively participate in ongoing training development and coaching of Card Services department staff. The Assistant Manager assists the Card Services Manager with projects including developing new products and procedures.

• Manages the workflow of tasks within the Card Services team. Assigns tasks and supports team members in delivery of timely and member-focused responses.
• Manages the efficient and timely ordering, production, and delivery of ATM, debit, and credit cards.
• Manages the processing of disputes, fraud, and chargebacks. Guarantees appropriate response within regulatory timeframes (specifically Regulation E).
• Monitors losses due to disputes and fraud, including bond claims.
• Manages digital communications, ensuring quality and accuracy of communications, while providing the best possible member experience.
• Manages multiple priorities and meet deadlines in a high-volume work environment.
• Serves as first point of escalation for sensitive member calls that require a manager, and effectively responds to inquiries.
• Maintains all required disclosures, FAQs, terms and conditions, and websites for credit and debit cards by collaborating with internal and external resources.
• Monitors ordering and distribution of all debit and credit card stock and supplies.
• Assists with updates of credit card rates as needed.
• Develops and maintains knowledge of card functionality and systems.
• Produces and reviews daily and monthly ATM, debit and credit card reports.
• Assists in developing training and documented procedures for card-related functions on systems, products and services, policies and procedures, and governmental rules and regulations.
• Participates in hiring process.
• Trains and onboards of new Card Services employees.
• Managers the Card Services department when the Card Services Manager is away.
• Performs other job-related duties and planning assignments as necessary.

• Experience in a financial, banking, or credit union environment preferred.
• Must possess strong attention to detail while handling multiple tasks.
• Excellent customer service skills, organization skills and the ability to multitask in a fast-paced environment.
• Excellent verbal and written communication skills required.
• Must be proficient with MS Excel, Word, Internet, Email (Outlook), other applications as required.
• Self-motivated with excellent problem-solving skills.
• Strong interpersonal skills.
• Prior experience with PSCU cards, Fiserv cards, or Fiserv DNA is preferred.

Schedule is flexible, depending on the business needs, with a minimum of 35 hours per week.

Core Hours: Monday to Friday, 8:30 am – 5:00 pm.

Please note:

• Occasionally, work on Thursdays may extend until 6:00 pm.
• Saturday coverage is required on a rotating basis.
• Work on holidays may be necessary, based on business needs.

• Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
• Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
• Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
• Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
• Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
• Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
• Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
• Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
• Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.

Core Hours: Monday to Friday, 8:30 am – 5:00 pm.

Please note:

• Occasionally, work on Thursdays may extend until 6:00 pm.
• Saturday coverage is required on a rotating basis.
• Work on holidays may be necessary, based on business needs.