Supervisor, Credit Card Services

$1000 Signing Bonus effective 1/20/2024 Note:All full-time positions include the option of $0 out-of-pocket premium cost for Employee Only PPO AND exceptionally low premiums for all other PPO coverage levels. HOURS FOR POSITION: Monday -Friday 8:00am-4:30pm- Weekend or Holiday hours may be required as needed. Schedule will be hybrid Hiring Range - $72,656 - $90,820

Summary

The Supervisor of Credit Card Services is responsible for managing, implementing, integrating, maintaining, and administering the day to day operations of the Credit Card Services department. The incumbent will be responsible for the daily supervision, evaluation, and coordination of the Credit Card Services team.This position will establish performance benchmarks while securing production by ensuring that staff members are trained with proficient skill sets, as well as by proactively removing obstacles to ensure a smooth and consistent workflow. These actions require an effective partnership with the other Supervisors in Consumer Lending, the Manager of Credit Card Services, and the VP of Consumer Lending to achieve optimal results.The Supervisor of Credit Card Services position requires expert product knowledge as well as the general inter-dependencies within Consumer Lending.The Supervisor is a direct member support role that requires effective and professional customer service to our members as well as internal partners.

The Supervisor of Credit Card Services will coordinate all activities with other functional areas including Consumer Lending Operations, Member Services, Marketing, and ITS to enhance members' ability to conduct business whenever and wherever they wish. The Supervisor of Credit Card Services will lead and organize the Credit Card Services team with the primary focus of delivering the highest member service standard possible.This position serves as the main contact for multiple systems and manages vendor relationships relating to these systems.

Ultimately, as a leader within the department, the Supervisor of Credit Card Services will ensure the Credit Card Services team routinely demonstrates expert knowledge of policies, processes, and systems as well as engage industry best practices to promote deepening of the their business acumen.

Principal Accountabilities and Functions

Monitors/measures workload, quality of output, quantity of output, and overall performance of the Credit Card Services Team and adjusts resources and/or processes when appropriate.

Ensures all Credit Card processes are administered in a timely and accurate manner to meet the business requirements of the channel.These duties include, but are not limited to; verification of all new Credit Cards created, adding or removing joint/authorized users, daily error resolution, balance transfer requests, payments reconciliations, report validations, and quarterly billing input.

Provides performance coaching when necessary, and conducts employee performance reviews.

Serve as a subject matter expert on Credit Card management tools and systems used to identify and investigate all credit card activity including fraud.

Provides and/or requests relevant cross-training and back up support for team members to assist in their development and ability to meet team goals as well as for career path skill sets.Completes performance evaluations and reviews and approves/denies time off requests.

Must work effectively by partnering with the Seniors, Supervisors and staff within the work unit to promote a smooth and effective production environment. Key focus points include process improvements to promote an efficient workflow, contingency planning/testing, system upgrades/enhancements/testing, cross training staff, creating and updating functional procedures, interacting with partner vendors and industry players, etc.

Schedules team across rotating shifts to assure adequate coverage to support the efficient operations of the Credit Card team and other business units, to include coverage for extended hours.

Serves as the subject matter expert analyst within Credit Card Services as a team member regarding specific departmental functions working with other Supervisors and Seniors.

Serves as a knowledgeable resource for staff as well as responding to member and front line inquiries, interpreting and communicating various product policies and procedures, applicable laws, standards and government regulations.

Must acquire and maintain a working knowledge and best industry practices of applicable policies-procedures, laws, audit practices and regulations to effectively lead the staff assigned in adherence while performing operational functions.Some examples of governing laws and regulations include: Regulation Z Credit Card Act, Truth in Lending, Bank Secrecy Act, etc.

Proficiently and independently delivers various functional services in support of products within the work unit.These services are directly to, and on behalf of, Tower members and internal partners covering products that include credit card accounts, general ledger and daily settlements including associated wires, exception processing and research for resolution, card branding, new member services, etc.

Independently leads and schedules daily processing ensuring that all production deadlines and agreements are met.Assists with system events, card compromises, payments issues, special initiatives, etc. by researching and fulfilling requests that protect our members and Tower.To do so, the incumbent must be aware and proactively maintain current knowledge of industry best practices and environmental events impacting our environment as well as other activities within unit.

Maintains due diligence procedures to ensure accurate and timely daily production and adherence to audit requirements given zero tolerance for data integrity and external deadlines to ensure organizational compliance throughout the year based on deadlines dictated by the Federal government and other official entities as well as for all products and services in unit.

Participates as a Subject Matter Expert and at times a team member in support of Action Items, projects, process improvements and special initiatives where functional expertise is required for overall success of the initiative.

Monitors individual team member service levels against the performance level standards set forth by Management and makes recommendations for coaching and corrective action as necessary to the Manager, Credit Cards Operations.Provides instruction and coaching in one-on-one or group situations with employees to assist in development.

Participates and assists Manager in the selection and hiring process.Attends interviews and makes recommendations to Manager for hiring.Establishes Individual Development Plan (IDP) with Manager to help personnel adjust and acclimate to environment including any organizational changes and Tower's culture

Acts as liaison between members, Information Systems, our website provider, and any other third party vendor/provider dealing with Tower's Credit Cards Services to provide members with timely and satisfactory service.

Assures the physical security of Credit Cards Operations including securing confidential records.

Performs administrative duties for Credit Cards Operations systems to include report generation, maintenance of security requirements and procedures.

Services, tests and maintains Credit Card applications to ensure accuracy, security and appropriate resolution of member and operational problems through research and communications with third parties. Assists Manager, Credit Card Services in reviewing release notes for all the programs and making any necessary changes to system and procedures based on updates, and communicating changes to end users.

Required Qualifications

2 year AA degree preferred and minimum 4 years related experience; additional experience or knowledge preferred in electronic payments/products industry.

Project and team management experience.

Two years supervisory or lead/senior experience

In lieu of preferred AA degree, minimum 5+ years of current, successful experience performing in electronic payments/products environment required.

Knowledge, Skills and Abilities

Proficiency in the use of standard Microsoft Office applications including Word, Excel and Visio as well as MS Query.

Must possess a keen ability to determine database format that a specific situation requires.Must be able to efficiently enter, sort and extract data to understand the application of the information and interpret for other uses derived from data base systems.

Ability to apply concepts of percentages, ratios and proportions to practical situations.

Ability to accurately apply basic accounting rules and procedures

Ability to reconcile and balance transaction records.

Must be proficient in core applications and inter-related systems required to support products within the department.

Ability to independently serve as Credit Card Services resource for more complex system related issues and trouble shooting.

Ability to research and analyze various types of information sources, reach reasonable. conclusions, and take appropriate actions independently.Incumbent will support and explain reasoning for decisions and include the appropriate people in decision making process as needed.

Experience and demonstrated ability to provide explanation or instruction and respond to questions in one-on-one situations in person and/or over the phone on a continuous basis with high visibility. Incumbent will respond promptly to customer needs and solicit customer feedback to improve member service.

Ability to develop, edit, update and interpret functional procedures for a diverse audience.

Successful experience and ability to interact directly with current employees, vendors, and members with tact, sensitivity, respect, and confidence. Incumbent will establish and maintain effective relations.

Ability to read and interpret instructions, correspondence, reports, business periodicals, government regulations and laws to anticipate compliance and mitigate risk.

Must be articulate, self confident and professional to be effective in this role.

Proficiency to present information and respond to questions from a diverse group of employees and/or Seniors, Managers and vendors at various organizational levels to influence opinions and/or build a basis for decision making.

Must possess excellent presentation skills to support Action Items and project initiatives for Credit Card Services.

Exceptional ability to define problems, collect data, establish facts and draw valid conclusions independently.

Ability to focus on detail and verify accuracy of numbers and text as well as champion the correct resolution for all stakeholders when needed.

Ability to interpret and act upon a variety of technical instructions furnished in mathematical or diagram form

Ability to take, follow and give written and oral instructions, and complete work required, without repeated close supervision.

Exceptional ability to develop solutions for problems with abstract variables in ambiguous or novel situations without regular management oversight.

Proficient ability to effectively plan, prioritize and manage multiple tasks and diverse tasks to meet established deadlines and quality standards with minimal direction to accommodate competing deadlines that continually change.

Exceptional ability to complete tasks with high degree of accuracy and attention to detail.

Demonstrated ability to maintain accurate records and files including work and staff schedules for utilization by self as well as others.

Demonstrated ability to work productively and effectively under stress with appropriate emotional intelligence.

Ability to arrive at work routinely and promptly and maintain productivity with role model behavior for others.

Ability to determine needs and serve members and others.

Ability to interact effectively and professionally with colleagues and supervisors as a key team member interacting with multiple management and staff levels as well as vendors based on duties.

Ability to coach staff and receive constructive feedback effectively and provide suggestions for enhanced communications and to facilitate group discussion and gain consensus.

Ability to respond and maintain sensitive and confidential information and safeguard records.

Ability to represent oneself and the organization positively and professionally to outside groups, applicants and vendors.

Has knowledge of and adheres to credit union policies and procedures and all regulations related to the bank Secrecy Act, the USA Patriot Act and OFAC.

Working Conditions

Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate.Primarily weekdays, some weekends, alternate work schedule available

Ability to lift up to 15 lbs., with or without assistance, in compliance with ADA.

Must be dependable, consistently ready for work as scheduled and effectively manage time at work with frequent interruptions.