Card Services Case Processing Supervisor

San Diego County Credit Union•San Diego, CA

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 card fraud and dispute cases. The role maintains policies and procedures, coordinates critical operational tasks, communicates operational changes to staff, and supervises and supports employees while maintaining the organization’s service standards. The supervisor oversees staff performance, scheduling, timesheets, service levels, operational reporting, and team performance measurement. The role also maintains operational procedures, supports staff development, and helps identify and improve processes, procedures, and policies. The position includes compliance responsibilities under the credit union’s AML/BSA policies and procedures, including CTR preparation, referral of suspicious activity, OFAC comparisons, and identification procedures. The supervisor provides day-to-day leadership, promotes a positive and transparent work environment, consults with Human Resources on employment matters, and promptly reports safety or legal concerns. The position is full-time, 40 hours per week, with the listed schedule including rotating Friday and Saturday shifts.

Requirements

High school diploma or equivalent.
Three years of experience in a cards-related function.
Two years of experience 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 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 skills in a wide variety of situations.

Responsibilities

Manage case processing staff performance through daily feedback, coaching, mentoring, and timely, meaningful appraisals.
Identify and address performance deficiencies constructively and support team members’ ongoing growth and development.
Create and monitor team schedules; review, audit, and approve staff timesheets; and ensure expenses are reported according to company policy.
Provide staff with meal and rest periods while maintaining operational coverage.
Provide guidance and leadership to improve performance.
Monitor and audit telephone queue service levels and operational report processes to ensure department service levels and regulatory compliance.
Establish clear expectations for Card Services Operations and Case Processing staff.
Develop and execute methods to track, measure, and report team performance.
Identify processes, procedures, or policies that need to change and contribute to improving them.
Maintain and update operational procedures.
Participate in assigned AML/BSA compliance training and follow the credit union’s 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.
Demonstrate leadership and serve as a role model for success and engagement.
Create a positive work environment conducive to trust and transparency.
Consult with Human Resources about issues outside the normal scope of performance or behavior.
Immediately report safety or legal issues and surface undesirable patterns as they are discovered.
Partner with Human Resources on employment decisions and refer requests for changes in terms or scheduling to Human Resources.
Perform other duties as assigned.