Card Services Case Processing Supervisor

Position Summary:

The position of Card Services Case Processing Supervisor supports the Vice President of Card Operations and Services by leading the Card Services case processing team through processing all card fraud/dispute cases for the credit union, maintaining policies and procedures, coordinating the facilitation of critical operational tasks relating to card fraud/dispute processing, 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. 

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.

Essential Duties and Responsibilities

• Responsible for the performance management of case processing staff, to include daily feedback, coaching and mentoring, and 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.
• Create and monitor team schedules, review, audit, and approve staff timesheets, and ensure all expenses are reported as per company policy. Schedule and provide staff with the opportunity for meal and rest periods, while ensuring operational coverage is maintained.
• Provide guidance and leadership and assist with improving performance. Monitor and audit telephone queue service levels and operational report processes to ensure department service levels are met and regulatory compliance is achieved. Establish clear expectations for Card Services Operations staff and develop ways to measure team performance.
• 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 Case Processing staff. Develop and execute ways to track, measure, and report team performance.
• Responsible for maintaining and updating operational procedures.
• 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
• 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. 

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.

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, peripheral vision, depth perception, and the ability to adjust focus.

The noise level in the work environment is usually moderate.