Card Services Case Processing Supervisor

San Diego County Credit Union•San Diego, CA

4d•$34 - $43

About The Position

The Card Services Case Processing Supervisor supports the Vice President of Card Operations and Services by leading the Card Services case processing team in handling the credit union’s card fraud and dispute cases. The position maintains policies and procedures, coordinates critical operational tasks related to fraud and dispute processing, communicates operational changes to staff, and supports and supervises employees while maintaining the organization’s service standards. The supervisor oversees team performance, schedules and coverage, timesheets, service levels, operational reporting, compliance, and procedure updates. The role also promotes staff development and a positive, transparent work environment, and partners with Human Resources on employment matters. The position is full-time, 40 hours per week, with rotating Friday and Saturday schedules.

Requirements

High school diploma or equivalent.
Three years of experience in a cards-related function and two years in a supervisor or lead role.
Effective interpersonal, written, and verbal communication skills.
Demonstrated mathematical abilities and critical thinking skills.
Ability to work effectively under pressure.
Demonstrated success in planning, organizing, leading, and overseeing people and activities.
Organization skills sufficient to manage multiple projects, establish priorities, and meet deadlines.
Track record of applying critical thinking and emotional intelligence in a wide variety of situations.

Responsibilities

Lead the Card Services case processing team in processing card fraud and dispute cases.
Manage staff performance through daily feedback, coaching, mentoring, timely appraisals, constructive correction of deficiencies, and support for employee development.
Create and monitor team schedules; review, audit, and approve timesheets; ensure expenses are reported according to company policy; and provide meal and rest periods while maintaining operational coverage.
Guide staff and improve performance; monitor and audit telephone queue service levels and operational reporting to ensure service levels and regulatory compliance are met.
Establish clear expectations for Case Processing staff and develop methods to track, measure, and report team performance.
Identify when processes, procedures, or policies need to change, and contribute critical thinking to improvements.
Maintain and update operational procedures.
Participate in assigned AML/BSA training and follow credit union AML/BSA policies and procedures, including CTR rules and form preparation, referring suspicious activity to Compliance, performing OFAC comparisons, and identifying individuals according to Branch Operations procedures.
Supervise assigned staff and the functional deliverables of areas of responsibility.
Model leadership and engagement, and foster a positive work environment built on trust and transparency.
Consult with Human Resources on matters beyond normal performance or behavior issues; promptly report safety or legal concerns and emerging undesirable patterns; partner with HR on employment decisions; and refer requests to change employment terms or schedules to HR.
Perform other duties as assigned.