Supervisor, Card Services

About MCU:

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 500,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

Overview: The Credit Card Supervisor is responsible for assisting overseeing the daily operations of the department; focusing on member service standards, meeting organizational goals, and maintaining positive and professional relationships with members, peers, staff, and vendors. Develop and implement new plans and procedures to enhance operating efficiency. Responsible for assisting in short-term and long-term service delivery and business objectives for the department. The department functions consist of all Debit Card and Credit Card programs including claims ,escalated disputes , settlement of transactions and managing rule platforms

Responsibilities:

Specific duties include, but are not limited to, the following:

• Responsible for planning, organizing, managing and overseeing the daily activities of the debit and credit card operations, including delegating work and directing staff in duties and responsibilities. Serves as backup support for staff as needed.
• Oversees debit card disputes and reconciliation.
• Advise of potential legal issues and/or credit union risk exposure.
• Manage, assign and QA service tickets or events.
• Monitor the health of the various work queues and channels.
• Fosters team culture within the department by providing open lines of communication and cooperation between all areas.
• Reviews Plastic & Paper inventory for all Card Services products.
• Conducts escalated research and adjust accounts expeditiously as needed.
• Working knowledge of network-supported changes and industry requirements.
• Evaluate current departmental policies and procedures implements changes as needed to ensure efficient workflow with ongoing compliance to assure quality member service.
• Investigate, troubleshoot, and respond to escalated inquiries, requests, and member/regulatory complaints.

• Ensure compliance with all state, federal and NCUA regulations and laws. Maintain sensitive and confidential information; exercise tact and diplomacy in dealing with highly sensitive, complex and confidential issues and situations.
• Ensures daily deadlines are met by identifying out of balance conditions and other exceptions to processing including GL reconciliations.

• Schedule regular staff meetings, encourage staff development and ongoing support for talent management in the assigned area by providing one on one coaching, cross-training programs where possible and guidance to staff to enable them to achieve extraordinary performance. Hires, supervises, coaches, develops and regularly reviews the performance of direct reports to ensure assigned areas are operating efficiently and reliably.
• Assist in employee overall performance, monitor attendance and punctuality including performance evaluations goals & objectives.
• Provide monthly detailed departmental activity report, staff productivity against goals and SLAs.
• Verify and ensure all time off requests are approved and all hours are correct and properly coded in ADP including employee overall performance and annual appraisals.
• Serve on committees and partner across the organization to implement improvements in processes
• Perform other related duties as requested and special projects as assigned
• Perform other duties as required
• Travel as required

Requirements:

• Bachelor’s degree required or equivalent working experience.
• 5+ years of experience working in a financial service organization.
• 3+ years in a management role leading a group of operations specialists or similar teams.
• Direct experience working with debit card disputes.
• Strong understanding of Regulation E, Regulation Z, Visa Dispute Rules and Credit Card servicing Best Practices.

Competencies:

• Requires independent thinking
• Requires excellent leadership skills
• Ability to lead a diverse project team, manage multiple project tasks concurrently and effectively coordinate and control cross-functional implementation plans.
• Competence required in Microsoft Word and Excel, has a good understanding of Windows and Windows based software.
• Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail
• Excellent communication and problem solving skills needed with attention to detail.
• Excellent organizational and time management skills with the ability to handle multiple activities simultaneously
• Ability to interpret instructions furnished in written and oral form, and solve problems independently with a sense of urgency
• Highly ethical.

Why you’ll be a good fit:

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following:

Results – You’ll look to achieve the best outcomes for our members. Continuously track and measure everything, and use it to always improve. Be proactive, not reactive.

Agility – You’ll remain agile in your decision making, planning, and delivery; using curiosity and creativity to see situations from all perspectives.

Integrity – You’ll act professionally and positively. Build trust, be upfront and communicate thoroughly.

Teamwork – You’ll work to achieve common goals as part of ONE TEAM.

Ownership – You’ll hold yourself and others accountable and remain committed to our obligations while caring about the outcomes as much as an owner would.

Belonging – You’ll embrace and environment in which any individual or group can be and feel welcomed, respected, supported and valued.

We stand by our mission to connect our members and communities with an exceptional financial future and we are looking for individuals who share this same purpose to take this journey with us.

Competitive compensation, medical and dental benefits.

401K with employer match

Flexible paid time off

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.

Municipal Credit Union (MCU) is an Equal Opportunity Employer.

Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.