February 27, 2024
Card Services Supervisor
JOB DETAILS:
Job Location: Home Office - Bettendorf, IA Travel Percentage: Negligible
Salary Range: $55,275.48 - $82,913.22 Salary/year Position Type: Exempt
Education Level: 2 Year Degree Job Category: Customer Service
Job Shift: Day (Monday-Friday) *2-3 Saturdays per month
DESCRIPTION:
PRIMARY FUNCTION:
This position exists to oversee the daily operations of the Card Services department. Coordinating schedules, development of staff and ensuring exceptional service is provided. This position is responsible for the oversight of the credit union’s debit card, credit card, and prepaid card programs and related services. Assists the departmental leadership in implementing, overseeing, and achieving department goals and objectives.
PRINCIPAL DUTIES/RESPONSIBILITIES:
1. Oversee the daily operations and maintenance of the credit union’s debit, credit, and prepaid card portfolios and all related services, ensuring credit union compliance, laws, and regulations.
2. Ensures that all required reports and assigned tasks are completed accurately and in a timely manner.
3. Coordinates with the card services team to resolve complex member disputes.
4. Develop and maintain documents and processes and procedures related to card services. Seeks opportunities to improve operational efficiencies and member satisfaction.
5. Investigate and resolve fraud notifications and/or initiate fraud disputes as needed.
6. Assist staff during peak times with daily task responsibilities.
7. Processes approved credit/debit/ATM card requests; orders cards and sets up member files within computer systems. Verifies accuracy of cards issued.
8. Receives requests to restrict cards and places status on designated cards until release is authorized.
9. Monitors card stock and gift card inventory for branches.
10. Responsible for hiring, communicating expectations, defining goals, coaching, and developing, recognizing success, and evaluating performance and behavior of their direct reports.
11. Ability to successfully perform the duties, responsibilities, and functions of the positions overseen and train employees to successful performance in job duties, responsibilities, and functions.
12. Actively and thoughtfully communicate with their supervisor, planning their goals and development, taking accountability for their actions, and striving for excellence.
GENERAL DUTIES/RESPONSIBILITIES:
13. Promote products and services.
14. Attend all meetings as required.
15. Maintain clean and professional work area and appearance.
16. Maintain positive public relations and promote the credit union within the community.
17. Complete educational programs as required.
18. Perform the following commitments of service to each and every member at all times:
a. Make a good first impression, be dressed professionally and greet people with a smile and a firm handshake.
b. Keep a smile in my voice as well as on my face.
c. Answer the telephone by the third ring.
d. Call people by name and thank them.
e. Give people my full and undivided attention; focus on the person face to face and on the telephone.
f. Take responsibility for solving the individual's problem instead of referring it to someone else.
g. Deliver on commitments of action(s) to be taken, so excuses won't be necessary.
h. Follow through on necessary action(s) to be sure the problem is solved.
i. Know that what's important is not only who or what created the problem but how the problem can be corrected.
j. Protect confidential information.
19. Other duties as assigned.
QUALIFICATIONS
REQUIREMENTS OF THE POSITION:
Associate’s degree, or completion of an equivalent specialized certification or license, or completion of specialized training acquired through apprenticeship program.
Three to five years similar or related experience.
Knowledge of all laws and regulations regarding this position.
Knowledge of credit union operations.
Willingness to work some weekend hours as needed.
Excellent analytical skills.
Excellent communication and organizational skills.
Professional, pleasant, and outgoing personality.
Ability to perform under pressure.
Problem solving ability.
Team player.
Decision making skills.
PHYSICAL REQUIREMENTS:
Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
PHYSICAL ACTIVITIES:
The following physical activities will be required on a day-to-day basis: climbing, stooping, crouching, reaching, walking, pulling, fingering, feeling, hearing, balancing, kneeling, crawling, standing, pushing, lifting, grasping, talking, repetitive motions.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions if they are otherwise qualified.
VISUAL/PERCEPTION ACTIVITY:
Administrative, Clerical, Data Entry operators, Inspection, (work at distances close to the eyes).
WORKING CONDITIONS:
None. The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work.)
HUMAN RELATION SKILLS NEEDED:
The ability to communicate effectively with members, staff, and contacts outside of the credit union in a polite, courteous timely, accurate and efficient manner. Patience in dealing with a difficult member.
INTERNAL TRAINING REQUIREMENTS:
Please refer to the credit union intranet for the internal training requirements for this position.
ANNUAL TRAINING REQUIREMENTS:
Compliance and Regulatory (BSA, OFAC, etc.)
Security Awareness Training
Diversity, Ethics, Sexual Harassment, and Sensitivity