Card Services Supervisor-$1000 Sign On Incentive (Hybrid)

POSITION SUMMARY:Responsible for managing and directing the Card Services department operations and team development, mentoring, coaching, performance, and service delivery. Incorporates best practices for enhanced member experience, engagement, operational efficiency, and cost savings. Possesses strong technical aptitude and proficient knowledge of the card Industry, card processing networks, and rules and regulations. Manages the day-to-day operations, including but not limited to, resolving complex issues and escalated member situations, card security, settlement and balancing, reconciliation, compliance, risk mitigation, maintenance, disputes and fraud, and productivity. This role provides direction and support to Wescom team members, programming team, and vendor partners. Must exemplify the Department’s Service Standards, the Credit Union’s Core Values and Mission Statement.ESSENTIAL POSITION FUNCTIONS:Directly supervises and effectively develops, mentors, coaches, directs, and empowers department team members to equip them with the expertise and skills to drive departmental and organizational success coupled with maintaining the credit union’s primary focus of Signature Member Experiences. Participates in recruiting, monitors performance, and takes appropriate corrective actions as required. Availability 24/7/365 to help resolve issues with FDR-Fiserv network and the like.Ensures reconcilement and balancing are performed accurately and timely for all general ledgers.Provides supervision of the Senior Card Fraud Analysts and assists with the mitigation of fraud by approving rules that limit fraudulent transaction patterns. Takes proactive measures to limit exposure to fraud losses by incorporating appropriate fraud defense tools and implementing internal department controls. Assists Director with managing and monitoring the operating budgets for the department, including any third-party related expenses. Ensures expenses are controlled within plan and the departments’ goals.Possesses expert knowledge and remains apprised of regulations while insuring compliance with government regulatory policies, state and federal laws, Via Association operating rules and validating that team members’ comply. Regulation E, Regulation Z, Fiserv/STAR and CO-OP Network Operating Rules and Payment Card Industry (PCI) Security. Creates, modifies, and maintains operating policies and procedures to ensure the highest levels of Member service, productivity and internal controls to mitigate risks. Performs periodic quality control checks to insure that team members are abiding by the policies, procedures, regulations, and productivity standards. Possesses exceptional problem solving skills and inherent decision making abilities in order to work independently to trouble-shoot complex issues and resolve escalated member situations.Analyzes statistical data of trending activity to identify changes in member behavior and, if applicable, implement process and product improvements. Researches, evaluates, recommends, and leads projects that pertain to the scope of the department; such as new products and features to enhance member experiences and engagement.Streamlines operations for enhanced member experience, operational efficiency, compliance, cost savings, and risk mitigation.Develops and manages effective relationships with outside credit union vendor partners’ while evaluating their effectiveness and make recommendations as needed.Facilitates and coordinates communication and support between Information Systems, Computer Operations, Finance, Branch Operations, Marketing, Digital Channels, Member Contact Center and other internal departments.Manages the team and department operations in the absence of the Director.Performs other related duties as assigned or requested.EDUCATION, EXPERIENCE, SKILLS AND ABILITIES:High School graduate. Bachelor’s Degree preferred or equivalent experiencePrevious financial industry and customer service experience preferred.5 to 7 years’ experience within the card payments industry; and supervisory experience within financial services. Ability to build a highly effective and efficient team; Exceptional problem solving skills and inherent decision making abilities; Expert knowledge of regulations, state and federal laws, and network operating rules; Proficient Project Management skillsets; Ability to multi-task in a fast paced environment; and Advanced General Ledger and Reconciliation experience.Excellent written and verbal skills; Prepare reports; Memos; Member letters; VendorPartner communications; Evaluations; Procedures; and public speaking. Fluent inEnglish and second language desired.COMPUTER SKILLS:Advanced in Microsoft applications (Word, Excel, Outlook). Must be proficient in technology applications including the Credit Union’s operating system and specialized software required for performance of position.MATHEMATICAL SKILLS:Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percentages.PHYSICAL DEMANDS: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. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.WORK ENVIRONMENT:This position may qualify as Remote or Hybrid with a home base at one of Wescom’s offices. The Remote or Hybrid status may be discontinued by Wescom in its sole discretion at any time and for any reason or no reason, with or without notice by Wescom or Employee.The work environment characteristics described here are representative of those an employee encounters while performing functions of this job.The noise level in the work environment is moderately quiet. It is a non-smoking environment.The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by the supervisor and/or management.