Card Services Manager

Overview

Position Summary

In this dynamic and challenging role, you will build and lead the Card Services team to serve members by providing outstanding personalized service and responding to their card servicing needs in a prompt, efficient and accurate manner.  You will play a key role in developing the lifelong financial partnerships we value with each of our members.

This exciting role will oversee the Card Services operations department and interfaces with the Chief Operations Officer to ensure that departmental functions are handled with the highest operational efficiency.

Position Duties and Responsibilities

To succeed in this position, you must be able to satisfactorily perform each of the following under indirect supervision from your manager:

• Provides oversight for all operational card services programs, including all phases of mail order/instant issue debit and credit card processing, cardholder dispute activity, fraud detection and proactive risk management activities.
• Establishes, monitors and analyzes card portfolio metrics for ongoing management and optimization in partnership with Product Lifecycle Management department.
• Develops, applies and evaluates policies, processes and procedures for the department.
• Manage a moderate to high volume of incoming customer and employee support calls on a daily basis.
• Manage the department workload by developing and using statistics and trend reports.
• Collaborate seamlessly with colleagues across departments and branches to deliver optimal and efficient service to our members. Uphold a standard of professionalism actively fostering positive relationships internally and externally.
• Develop and maintain a comprehensive understanding of the credit union’s products and services, ensuring compliance with applicable Federal and State laws, Credit Union banking regulations, and OE Federal Credit Union’s policies and procedures and current promotions.
• Perform other related duties as assigned.

Position Qualifications and Skill Requirements

• Associates degree in an applicable field AND Internal: minimum 3 years work experience in a Supervisor role; External: minimum 4 years of work experience in a Manager-level role OR High School Diploma/GED AND Internal: minimum 5 years of work experience in a Supervisor role; External: minimum 6 years of experience in a Manager-level role required. Bachelor’s degree in a business-related field and two years of work experience in a similar role preferred.
• Knowledge and compliance of various card related operation support functions and applicable rules, regulations and statutory requirements of credit union compliance.
• Accredited Card Servicing Certification is preferred.
• Ability to effectively supervise, train, coach and develop department staff required.
• Excellent interpersonal, verbal and written communication skills required.
• Proficiency with Microsoft Office products, proficiency in Microsoft Excel is a plus.
• Bilingual in English and Spanish preferred.

Physical Requirements

• Must be capable of working agreed upon work shift and occasionally working before/after the work shift.
• Physical activities include a combination of constant sitting and hand motion, and occasional standing and walking. These activities are not necessarily performed to the same degree and combination every day.
• Must be able to repetitively use a telephone and a computer mouse and keyboard.
• Must be able to occasionally lift, carry, push or pull up to 15 lbs.

A list of some of the benefits we offer:

• We emphasize a work/life balance 
• Medical, dental and vision benefits that cover the employee, spouse and dependents 
• Retiree medical benefits 
• A defined benefit Pension Plan with employer contributions of $5.57/hour
• Life Insurance/AD&D
• 11 ½ Paid Holidays per year 
• 17 days of Paid Time Off (PTO) to start 
• A 401(k) plan
• Employee loan discounts 
• Casual dress code 

Salary Range: $82,000 - $109,000/ year

OE Federal Credit Union offers competitive compensation. The offered salary considers experience, education, training, internal peer equity, job location and other business considerations when extending an offer. The salary outlined is based on working in Livermore, California.

Are you ready to join our team?

If you think this job is the right fit for your, fill out our on-line application. Our application is pretty simple - you upload your resume and answer a few job-related questions. Once you have completed the application, your information will be sent to our Human Resources team instantly.    

Salary : $82,000 - $109,000