Supervisor Debit Card Services

Tower Federal Credit Union•Laurel, MD

15h

About The Position

The Debit Card Services Supervisor is responsible for supervising, maintaining and administering the daily operations of the department staff. The incumbent will be responsible for the daily supervision, evaluation and coordination of the Debit Card Services Team. This position will establish performance benchmarks while securing production by ensuring that staff members are trained with proficient skill sets, as well as proactively removing obstacles to ensure a smooth and consistent workflow. This position will guide their team through daily processes and/or projects, assist with hiring new employees, coaching and monitoring employee performance to ensure maximum productivity. The Supervisor will provide administrative and operational support for the Debit Card Services Team with a daily focus on effective and professional customer service to our members as well as internal partners. The Supervisor assists the Assistant Vice President (AVP) with various tasks including operational issues and research resolution. As the primary backup to the AVP, the Supervisor evaluates and takes appropriate, independent, timely action to resolve issues, in lieu of support, agreement or approval to proceed from others. This position serves as the main contact for multiple systems and assisting with vendor relationships relating to these systems.

Requirements

AA degree preferred and minimum 5 years experience performing in ATM and debit card operations; additional experience or knowledge preferred in electronic payments/product industry.
Or combination of education and related experience
Two years supervisory or lead/senior experience.
Effectively demonstrated team leadership and project management skills.
Proficiency in the use of standard Microsoft Office applications including Word, Excel and Access.
Must demonstrate an ability to determine database format that a specific situation requires.
Must be able to efficiently enter, sort and extract data to understand the application of the information and interpret for other uses derived from database systems.
Ability to apply concepts of percentages, ratios and proportions to practical situations.
Ability to accurately apply basic accounting rules and procedures.
Ability to reconcile and balance transaction records.
Familiarity with core applications and inter-related systems required to support the products.
Ability to independently serve as resource for more complex system related issues and trouble shooting.
Ability to research and analyze various types of information sources, reach reasonable conclusions, and take appropriate actions independently.
Experience and demonstrated ability to provide explanation or instruction and respond to questions in one-on-one situations in person and/or over the phone on a continuous basis with high visibility
Ability to develop, edit, update and interpret functional procedures for a diverse audience
Ability to interpret instructions, correspondence, reports, business periodicals, government regulations and laws to anticipate compliance and mitigate risk.
Proficiency to present information and respond to questions Managers and vendors at various organizational levels to influence opinions and/or build a basis for decision making.
Must possess excellent presentation skills to support action items and project initiatives for Debit Card Services.
Exceptional ability to define problems, collect data, establish facts and draw valid conclusions independently.
Ability to focus on detail and verify accuracy of numbers and text as well as champion the correct resolution for all stakeholders when needed.
Ability to interpret and act upon a variety of technical instructions furnished in mathematical or diagram form
Ability to take, follow and provide instructions, and complete work required, without repeated close supervision.
Exceptional ability to develop solutions for problems with abstract variables in ambiguous or novel situations without regular management oversight.
Proficient ability to effectively plan, prioritize and manage multiple tasks and diverse tasks to meet established deadlines and quality standards with minimal direction to accommodate competing deadlines that continually change
Exceptional ability to complete tasks with high degree of accuracy and attention to detail.
Demonstrated ability to maintain accurate records and files including work and staff schedules for utilization by self as well as others.
Demonstrated ability to work productively and effectively under stress with appropriate emotional intelligence.
Ability to interact effectively and professionally with colleagues and supervisors as a key team member interacting with multiple management and staff levels as well as vendors based on duties.
Ability to coach staff and receive constructive feedback effectively and provide suggestions for enhanced communications and to facilitate group discussion and gain consensus.
Ability to respond and maintain sensitive and confidential information and safeguard records.
Ability to represent oneself and the organization positively and professionally to outside groups, applicants and vendors.
Has knowledge of and adheres to credit union policies and procedures and all regulations related to the Bank Secrecy Act, the USA Patriot Act and OFAC.

Responsibilities

Supervises, prioritizes and coordinates the daily workflow of the production environment.
Oversees team members, providing timely, effective and excellent service to members and internal partners.
Schedules staff to ensure adequate coverage, considering peak times and adjusting resources and/or processes when appropriate.
Approves/denies time off requests.
Actively contributes to staff’s overall development.
Provides staff with leadership, guidance, coaching and training needed to develop their skills.
Resolves sensitive and complex issues or exceptions in an expedient, decisive manner.
Initiates the annual performance review process in collaboration with the AVP for staff within the unit based on work habits and production task performance outcomes.
Participates and assists AVP in the selection and hiring process to fill open positions.
Attends interviews, completes interview evaluations and makes recommendations to the AVP for hiring.
Establishes Individual Development Plan (IDP) with AVP to help personnel adjust and acclimate to environment including any organizational changes and Tower’s culture.
Serves as a knowledgeable resource for staff by effectively responding to member and frontline inquiries, interpreting and communicating various product policies and procedures related to ATMs and debit cards, working with other Supervisors and Seniors.
Maintains a working knowledge of best industry practices of applicable policies-procedures, laws, audit practices and regulations to effectively lead the staff assigned in adherence while performing operational functions.
Attends industry classes, professional meetings and reviews vendor notifications to ensure Tower is compliant with changes.
Proficiently and independently delivers various functional services in support of products within the department.
Services include Automated Teller Machines (ATMs), debit cards and transactions, reconciliation of daily settlement, exception processing, general ledger transactions, balancing and research on behalf of members and internal partners.
Supports implementation of action items, business as usual projects and special initiatives that align with Tower’s strategic plan for overall member satisfaction and growth.
Actively provides expertise as needed to meet project milestones, process improvements or implement system upgrades/releases as a project team member or to support the AVP.
Independently leads and schedules daily processing ensuring that all production deadlines and agreements are met.
Assists with events such as card or ATM compromises, system events, etc. by researching and fulfilling requests that protect the members and the organization.
Maintains due diligence procedures to ensure accurate and timely daily production and adherence to audit requirements given zero tolerance for data integrity and organizational compliance.
Assists AVP with periodic reviews of daily work for accuracy and to ensure that daily Service Level Agreements (SLA’s) are met; various processed reports are reviewed weekly, including the hot card report, card orders, instant issue cards, claims, general ledgers and the daily production workflow queue.
Researches, justifies and provides supporting documentation to the AVP in support of independent or team recommendations for change to procedures/processes.
Collaborates with AVP to monitor established disaster recovery processes each quarter using BCP Quarterly Governance guidelines.
Reviews of procedures and business function ratings are conducted annually in addition to assisting with company-wide testing.
Assists AVP with overseeing vendor relationships for critical ATM and card related vendors.
Attends vendor meetings when warranted.
Opens tickets for projects or troubleshooting issues on behalf of internal partners and works through to resolution
Oversees claim process to include investigations and resolutions for unauthorized claims and disputes.
Identifies valid disputes and appropriate chargeback rights within Mastercard and PIN networks rules and policies.
Initiates chargebacks and compliance cases to minimize losses to Tower and members.
Monitors the processing of ATM error resolutions to ensure Tower is in compliance with Regulation E requirements.
Monitors staff entries for cash replenishment of remote ATMs that are serviced by an armored courier.
Reviews to ensure that sufficient amount of cash is ordered well in advance of delivery date.
Verifies courier’s vault cash using cash inventory report after replenishment is complete and residual cash is returned.
Contacts AVP regarding discrepancies or service issues and has authority to contact courier in the absence of the AVP.
Assists staff with` month end tasks.
Compiles daily activity into monthly metrics, including production statistics, ATM transactions, network transactions.
Assists with month end budget by forecasting accruals for major expenses with AVP and Accounting.
Gathers invoices and forwards monthly general ledger statuses to Accounting each month.
Conducts network quarterly card counts and Mastercard quarterly billing input.
Serves as the back-up to the AVP and performs related duties as assigned.