Card Operations - Supervisor - Card Operations

TITLE: SUP - CARD OPERATIONS

STATUS: EXEMPT

REPORTS TO: MGR - CARD OPERATIONS

DEPARTMENT: CARD OPERATIONS

DATE: 01/23

JOB CODE: 5008

PAY RANGE: $93,700.00 - $96,000.00 ANNUALLY

GENERAL DESCRIPTION:

Direct and supervise the Card Operations staff and functions to ensure accurate, timely and efficient performance of Card Operations. Maintain excellent knowledge in all legal codes, rules, and regulations to protect members and the integrity of the credit union. Motivate staff to meet the Golden 1 Credit Union’s strategic goals.  Recommends and implements efficiencies to the Card Operations Department. There are four objectives as a leader at Golden 1 Credit Union:

• Elevate to a High-Performing Team – Manage, develop, coach talent
• Own the Risk – Own the risk of the processes within role mandate
• Execute Flawless and Efficient Processes –  Be the owner of the processes including all requirements, systems, execution outcomes, member experience, metrics, reporting and communication
• Cultivate Peer Relationships

TASKS, DUTIES, FUNCTIONS:

1. Lead a team of staff in meeting the credit union’s strategic goals: By creating a motivational atmosphere that leads by coaching, training, counseling, monitoring and positive feedback/evaluations to team members. Maintain an effective and open working environment and promote teamwork and communication among team members. Administer, process, and maintain staff payroll, personnel reports and management analysis and summary reports. Oversee all departmental job functions for compliance, timeliness, and accuracy.
2. Perform supervisory functions to ensure quality service, products, security, and staff. Plan, organize, and control the daily department operations.  Implement and ensure departmental compliance with established security for protecting member records and confidentially. Maintain knowledge in credit union policies and practices and communicate them effectively to staff. Provide the manager with monthly department updates in a timely manner, according to the agreed-upon date.
3. Foster relationships with external partners such as card companies, and system providers to drive payment acceptance and processing initiatives related to the Credit Union’s settlement.
4. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
5. Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values.
6. Research, analyze, identify alternatives, and recommend improvements for operational efficiency. Update and maintain department procedures and manuals. Ensure staff maintain strict confidentially on employee and member records and Audit Department requests. Perform User System validations for new system releases and make necessary changes to procedures for branches, departments, and staff. Identify, investigate, and respond to member concerns.
7. Participate in the research, development and implementation of new card products and services.
8. Identify, investigate, resolve, and respond to cardholder/member concerns via phone, e-mail, and/or written correspondence.
9. Maintain current working knowledge of established Credit Card and Credit Union rules, regulations, policies, and practices.
10. Ensure departmental compliance with established security and internal audit controls.
11. Perform liaison functions with external contacts, processors, vendors, and associated organizations.
12. . Prepare data-driven analysis reports on a consistent quarterly, monthly, and weekly cadence
13. Provide data tracking of promotional campaigns.
14. Assist in training and coaching of new and on-going procedural changes.
15. Test and validate system enhancements.
16. Interact, communicate, and cooperate with branch, department, and management staff to provide operational efficiency.
17. Actively participates in departmental projects to ensure all outstanding contingencies are accounted for.
18. Ensure Staff is compliant with state, federal regulations.
19. Identify and document card/ATM issues and or risks in a timely manner for mitigation planning.
20. Perform routine audits of daily work, reports, GL’s, to ensure on going compliance.
21.  Direct, schedule, train, counsel, monitor and evaluate department staff. Interview for open positions and follow applicable hiring practices.
22. Oversee the operational performance of the ATM fleet to provide the highest caliber of service. Monitor and control interdepartmental work flow, ensuring established timeframes for completion of work is met.  Ensure the credit union is in compliance with Card regulations and make changes as necessary.  Oversee and review Card Operations reconcilement and balancing of general ledger accounts for accuracy and timeliness in clearing outstanding entries. Process payroll and monitor attendance records.
23. Maintain a working knowledge of all card systems and train staff with new enhancements. Prepare invoices for payment and maintain budget and G/L records for Card Operations. Assist with yearly budget process and monthly variance report. Research, analyze, identify alternatives, and recommend improvements for operation efficiency. Prepare employee performance evaluations and recommendations for promotional increases, as well as employee counseling and disciplinary actions. Recommend employee termination when applicable.
24. Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

1. Effective oral and written communication skills.
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine, and telephone.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL:  Various levels of staff and management.
2. EXTERNAL:  Members, vendors, landlords, government agencies, property management company, member group representatives, and ATM service companies.

QUALIFICATIONS:

1. EDUCATION: Bachelor’s degree preferred or equivalent work experience.
2. EXPERIENCE: Five years or more of progressive experience at a financial institution and one year of supervisory experience preferred.
3. KNOWLEDGE/SKILLS:

Leadership skills

Sound Knowledge of methods and principles of business practices

Ability to work independently and meet deadlines

Strong oral and written communication skills

Strong time management and organizational skills

Strong research, analytical, and planning skills

Ability to use logical reasoning when interpreting facts

Ability to make objective observations, examinations, evaluations, and recommendations

Working knowledge of Windows, Excel, Word, PowerPoint, Project Ability to work on several projects – multitask

Strong member relations skills. Confidentiality skills.

PHYSICAL REQUIREMENTS:

1. 1. Prolonged sitting throughout the workday with occasional mobility required.
   2. Corrected vision within the normal range.
   3. Hearing within normal range.  A device to enhance hearing will be provided if needed.
   4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
   5. Ability to travel for business, as needed during projects or ATM site review or installation.
   6. Occasionally required to change work hours to accomplish tasks.

LICENSES/CERTIFICATIONS:

THIS JOB DESCRIPTION PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE’S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION’S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME.

Rev: 02/28/2025