Card Operations - Card Operations Sr Specialist

Golden 1 Credit Union•Sacramento, CA

3d•Hybrid

About The Position

This role leads operational excellence within Card Operations by providing advanced subject-matter expertise, workflow oversight, and day-to-day leadership that ensures consistent, high-quality execution across all credit and debit card functions. The specialist acts as a trusted technical and operational leader who mentors and develops team members, manages complex escalations, evaluates production quality, and applies analytical insight to identify risks, improve processes, and maintain audit readiness. This role collaborates strategically across departments and with vendors to align operational execution with enterprise goals, support system enhancements and projects, translate performance insights into actionable improvements, and set the standard for accuracy, compliance, and continuous improvement.

Requirements

H.S. Diploma or General Education Degree (GED) required
Bachelor’s Degree in business administration, Finance, or a related field; OR an equivalent combination of education and related work experience required
5+ years in credit/debit card operations OR financial services. required
5+ years of customer service experience, ideally in banking, call center, or financial operations required

Responsibilities

Serve as a lead resource and mentor for Card Operations staff, providing advanced training, guidance, and subject matter support on policies, tools, procedures, and best practices across all credit and debit card functions.
Provide escalation support for complex operational workflows and high-risk member services issues, ensuring timely, accurate, and policy-aligned resolutions while maintaining operational continuity.
Monitor daily production activities, assign and balance workloads, evaluate output for quality and compliance, and ensure adherence to performance expectations, services levels, and departmental controls.
Partner with the Technical Writing team to research, develop, enhance, and maintain departmental procedures, ensuring documentation is current, compliant, accessible, and aligned with operational and regulatory standards.
Collaborate with the Senior Specialist peer (Credit or Debit counterpart) to ensure alignment on operational practices, workflow improvements, training approaches, team engagement strategies, and overall consistency across card functions.
Support Card Operations Administration and leadership teams on project execution, including operational readiness, test data preparation, impact analytics, and rollout of new functionality, tools or process.
Conduct internal audits, targeted reviews, and ongoing monitoring activities, investigating out-of-balance conditions and complex discrepancies within credit and debit general ledger accounts and recommending corrective action.
Ensure strict adherence to security, privacy, and confidentiality protocols, reinforcing standards related to cardholder data protection, access controls, and regulatory/compliance requirements.
Lead or support system testing, validation, and production verification for platform updates, network changes, vendor enhancements, and issue remediation efforts.
Identify operational gaps, analyze root causes, and recommend or implement improvements.
Assist in developing and maintaining credit and debit card policies, procedures, and process documentation.
Maintain up-to-date knowledge of card operations, industry regulations, security standards, and internal compliance expectations.
Support employee performance through coaching, feedback, and skill development recommendations.
Participate in internal and external training programs to build expertise across all card products.
Utilize operational tools and platforms including Client Central, DataSafe, Verafin, LoansPQ, eSign+, CW3, and Microsoft Office (excluding Excel).
Perform other duties as assigned.