Lead Card Specialist

MAX Credit Union•Montgomery, AL

About The Position

At MAX Credit Union, our culture is built on simplicity, integrity, and hospitality. As a Card Services Lead, you’ll be the trusted expert who ensures smooth, secure, and compliant card operations while guiding a team to deliver exceptional service. Whether resolving complex card issues or driving process improvements, you’ll embody our commitment to making banking easy, honest, and personal. We value our team and offer a competitive benefits package that includes: Comprehensive health and dental coverage 200% employer 401k match! Access to pharmacy and wellness programs Supportive work environment with recognition for outstanding service and more ! Role: The Card Services Lead plays a critical role in supporting the efficient and compliant operations of the Card Services Department. This individual serves as a subject-matter expert and technical resource for all card-related products and services, ensuring operational accuracy and regulatory compliance while fostering continuous improvement. The Lead leads a team of specialists with a focus on task ownership, quality assurance, and process optimization.

Responsibilities

Serves as a knowledge leader by demonstrating full proficiency in all Card Services tasks.
Maintains in-depth knowledge of MAX Credit Union card programs, ATM services, network rules, and processing protocols.
Acts as the primary point of contact for complex card-related inquiries and escalates as needed to resolve issues thoroughly and accurately.
Oversees and resolves card transaction disputes, limits, and exception handling with a focus on risk mitigation and member satisfaction.
Monitors and manages open tickets, service requests, and interdepartmental escalations, ensuring timely resolution and documentation.
Coordinates and verifies daily reconciliation, file transmission reports, and third-party system integrations, promptly identifying and reporting discrepancies.
Manages inventory levels for card stock and insert materials; coordinates with vendors to forecast needs, place orders, and monitor delivery timelines.
Tracks vendor performance and escalates service issues appropriately to maintain uninterrupted member service delivery.
Maintains and assigns secure access credentials for credit union systems based on role permissions and audit readiness.
Conducts audits and prepares required reports, identifying trends, anomalies, or control gaps for leadership review.
Serves as backup to the supervisor or manager during absences or peak volume periods.
Provides performance feedback and supports management in performance reviews.
Approves timecards and time-off requests in coordination with management. Helps develop or adjust work schedules to meet operational needs.
Trains new hires and existing team members on systems, procedures, compliance requirements, and best practices, ensuring consistent application of policies and procedures across the team.
Leads or participates in departmental Continuous Improvement initiatives by identifying inefficiencies, documenting procedures, and implementing updated processes.
Identifies and escalates risk or compliance concerns to appropriate leadership.
Performs duties independently with minimal supervision while maintaining a high level of accountability.
Promotes member-first mindset.
Upholds core values and builds team member and customer relationships.
Completes all training as required.
Performs other duties as assigned.