Card Services Assistant Manager

NASA Federal Credit Union•Upper Marlboro, MD

7d•Hybrid

About The Position

NASA Federal Credit Union is seeking a knowledgeable and service-driven Card Services Assistant Manager to support the daily operations of our Card Services team. This role is responsible for helping lead staff, supporting member service excellence, assisting with escalated card-related issues, and ensuring efficient processing across card services functions. The ideal candidate brings strong operational expertise, leadership ability, and a commitment to delivering high-quality service in a fast-paced environment.

Requirements

Three to five years of card service experience.
One to two years of management-related experience.
Maintains thorough knowledge of Federal rules and regulations, Reg. E, Reg. Z, and Card Act.
Maintains strong skills in Microsoft Office programs such as: Excel, Word, and Access.
Seeks and attends training classes and seminars pertinent to job duties and career development.
VISA quarterly compliance; testing in the areas of PC skills, customer service, quality control, balancing skills, and accuracy.
Exhibits sound judgment, decision-making, problem solving, analytical abilities, leadership, business writing, and project management skills.
Detail-oriented and able to handle multiple tasks at any given time.

Nice To Haves

Associate degree (A. A.) or equivalent from two-year college or technical school preferred.

Responsibilities

Possesses thorough knowledge of the resources, services, policies, and procedures of the Credit Union relating to membership and customer services.
Researches and analyzes performance of existing products for possible enhancements.
Provides recommendations to management for new products or existing product enhancements.
Acts as a first level of assistance/contact for all Card Services escalated issues.
Assists customers with telephone inquiries; account information, transactions, and problem resolution; and membership eligibility.
Monitors call volume, tracks abandon rates and productivity and ensures adequate coverage in support of the phone queues.
Mentors and trains Card Services Associates.
May assist and support all areas within the Card Services Department.
Directly supervises employees in the Card Services Department and carries out supervisory responsibilities in accordance with the Credit Union’s policies and applicable laws, including: Training employees. Planning, assigning, and directing work. Appraising performance. Addressing complaints and resolving problems. Setting an example for staff and coworkers. Reporting violations of policy and security. Projecting a professional image. Promoting total quality service. Creating an atmosphere of member appreciation.

Benefits

Comprehensive healthcare
401(k)
Paid leave
Remote work options for applicable positions
Insurance coverage begins the 1st day of the month, following 30 days after hire date.
100% Credit Union-Paid Full-Time Employee Benefits
401(k) with employer match up to 6% and immediate 100% vesting
Gain Sharing Bonus (eligibility rules apply)
Health Insurance (Choice of two nationwide PPO plans)
High-Deductible Plan: 100% employer contribution toward premium. (HSA and FSA compatible)
Low-Deductible Plan: Generous employer contribution toward premium. (FSA compatible)
Dental Insurance: Generous employer contribution toward premium (HSA and FSA compatible)
Vision Insurance: Generous employer contribution toward premium (HSA and FSA compatible)
Long-term Disability Insurance
Flexible Spending Medical Account (FSA)
Flexible Spending Dependent Care Account
Health Savings Account (HSA)
Voluntary Supplemental Employee and Dependent Life Insurance
Voluntary Short-term Disability Insurance
Remote or Remote / Hybrid work options based on position
Life Insurance/AD&D
Vacation Leave (excluding Outside Loan Officers)
Sick and Safe Leave
11 Paid Holidays
Education Assistance
Employee Referral Bonus
Credit Union Membership
Eligible Employee Assistance Program
Identity Theft Protection (Additional premiums to add family members)
Pet Insurance
Employee Discount Program