Card Services Supervisor

Position Summary

The position of Supervisor, Card Services supports the Vice President of Card Services by leading the Card Services team in maintaining policies and procedures; coordinating the facilitation of critical operational tasks, providing clear communication to staff of operational changes, as well as supporting and supervising staff while maintaining high quality service standards set by the organization. 

Essential Functions

• Supervise Card Services staff. Provide training and coaching as needed, draft performance appraisals, counsel, and document all aspects of performance.
• Provide guidance and leadership; and assist with improving performance.
• Maintain department staff schedule to ensure adequate coverage is maintained to meet service levels.
• Use critical thinking skills to add value to the organization by identifying when processes, procedures, or policies need to be changed.
• Establish clear expectations for Card Services staff and develop ways to measure performance of the team.
• Ensure excellent service is provided to all internal business partners. 
• Monitor and assist in critical functions duties including the review of industry reports, completion of daily network settlements, processing of exception transactions and file maintenance, oversight of card inventory, and the operational continuity of the instant issue card process.  
• Communication of all industry related trends and mandates to management.
• Responsible for maintaining and updating operational procedures.
• Monitor card dispute/fraud claim operational process and compliance to ensure department service levels and regulatory compliance are achieved.
• Facilitate a collaborative work environment including internal and external business partners.
• Participate in AML/BSA compliance training as assigned.  Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures.
• Provide supervision of the activities for areas of responsibility, including assigned staff and functional deliverables of the team.
• Demonstrate leadership in words and actions on a daily basis; act as role model for success and engagement. Create a positive work environment conducive to trust and transparency
• Responsible for the performance management of staff, to include daily feedback, coaching and mentoring; administration of appraisals that are timely and meaningful. Identify and address deficiencies constructively. Continually support, encourage and motivate team members toward ongoing growth and development.
• Consult with Human Resources (HR) on issues outside of the normal scope of performance or behavior. Report all issues of safety or legal consequence immediately and surface undesirable patterns as they are discovered. Partner with HR on all employment decisions, and refer requests for changes in terms or scheduling to the HR department.
• Monitor approved schedules, review and approve timesheets of staff, and ensure all expenses are reported as per company policy. Schedule and provide staff the opportunity for meal and rest breaks, while ensuring operational coverage is maintained.

Other Duties and Responsibilities

• Perform other duties as assigned.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear.  The employee is frequently required to reach with hands and arms.  The employee is occasionally required to climb or balance.

The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.

The noise level in the work environment is usually moderate.

Minimum Qualifications (Education, Experience, Skills)

• High school diploma or equivalent.
• Three years’ experience in cards related function, plus two years in a supervisor or lead role.
• Effective interpersonal, written and verbal communication skills
• Demonstrated mathematical abilities and critical thinking skills
• Ability to work effectively under pressure
• Demonstrated success in planning, organizing, leading and oversight of people and activities.
• Professional and effective interaction, verbal and written communication skills.
• Organization skills sufficient to successfully manage multiple projects, establish priorities and meet deadlines.
• Track record of applying critical thinking and emotional intelligence skills in a wide variety of situations.