SUMMARY: Primary function to provide and maintain superior member service, working with minimal supervision. Interfaces with other managers to ensure effective operational practices and minimize potential losses. Compiles and recommends policies, procedures, changes and enhancements for the Card Services Department. Assist with the employment, counseling, performance evaluation, training, motivation and discipline of assigned employees. Performs a wide variety of complex duties related to the handling of the Card Services Department. Assist in the delegation and monitoring of work flow. Stay abreast of all regulations and rules of regulatory agencies pertaining to Card Services functions, policies and procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Include the following, with Quality Member Service being the primary responsibility of this position. Other duties may be assigned.
Maintain personal and departmental confidentiality regarding Standards of Conduct and in all matters of the Credit Union.
Supervise the management of VCCU’s ATM network including security, replenishment schedule, third party servicing, and statistical reporting.
Supervises all third party relationships including, but not limited to, review of invoice/billing statements, service calls and communication accordingly.
Thorough knowledge and understanding of department general ledger accounts including monthly review and analysis of certification process within established timelines.,
Acts as a backup to all departmental desks in the event of absences ensuring all critical path tasks are completed according to established guidelines.
Create and manage workflow guidelines and procedures to ensure all department tasks are completed in a timely and error free manner.
In conjunction with third party vendors, internal departments and software, work to manage and minimize losses relating to card and ATM fraud.
Continuously look for and implement process efficiencies in an effort to reduce cost and time. Report all efficiencies to Card Services Manager for reporting based on corporate strategic goals.
Serve as an assistant security and safety manager for the department with responsibility to analyze security and safety policies and procedures and to alert staff of any changes.
Responsible for service effectiveness on an ongoing basis and development of strategies that will generate staff feedback and new ideas to aid in increasing effectiveness.
Support the Card Services Manager in application and compliance with established operating policies, procedures and budgetary needs of the department. Assists with the introduction of new products and services, analyzes feasibility, makes recommendations, assists with implementation and acts as liaison with affected departments.
Assist with reviewing or processing information pursuant to judicial claims on member accounts.
Assist in analyzing, justifying and recommending changes in the operation process to enhance productivity and effectiveness.
Implements and maintains ongoing training programs to enhance individual development in service, product knowledge, interpersonal and technical skills.
Ensure that professional image and approach are being constantly exercised within the department.
Assist in monitoring and providing statistics and graphs showing department activity for VISA, ATM and On Line Services.
Assists with ensuring that the department is in compliance with State and Federal Laws and regulations set forth by the NCUA and other regulatory agencies.
Act as information source for VCCU staff with Card Services related questions.
Maintain up to date in-depth experience and diversified knowledge of Credit Union electronic services. Assist in the management, organization and direction of the Card Services Representatives through assignment of work, scheduling of work time for employees (early days, time off) to avoid overtime. Aids in coordination of department duties, providing technical guidance and support as directed by the Card Services Department Manager. Ensure that employees are thoroughly trained in all phases of their jobs. Monitor and provide individual statistics on staff productivity. Assist with coaching and counseling of department personnel to optimize employee performance.
Perform other duties as assigned.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employees are required to complete any job related coursework assigned; including online coursework, in-person training, and offsite training as required by their manager and the training department.
EDUCATION and/or EXPERIENCE: Associate's degree (A. A.) or equivalent from two-year college or technical school; and/or five to eight years related experience and/or training; or equivalent combination of education and experience in a financial institution (ATM, VISA and Home Banking preferred).