Card Services Manager
Company: SUN FEDERAL CREDIT UNION
Location: Maumee
Posted on: August 5, 2022
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Job Description:
SUMMARY: The Card Services Manager is responsible for managing,
scheduling, training, and developing our Card Services team
including processing functions, vendor relationships and projects.
Ensures that all activities are conducted in accordance with
established standards and applicable regulations, and that
procedures are documented. Assists in the resolution of difficult
or sensitive card processing issues. Develops, and implements
efficient workflows to improve sales, support and servicing
functions and continually improve the internal delivery and member
experience. Promotes and maintains the organization---s, mission,
values, and culture. Works to maintain high employee engagement and
is a cultural champion. ESSENTIAL DUTIES AND RESPONSIBILITIES: Must
effectively carry out the essential duties and responsibilities of
this position in a manner that consistently demonstrates Sun
Federal---s mission and core values in a positive manner. Other
duties may be assigned. Card Services Department Leadership Leads
Card Services team by providing direction, coaching, training, and
ongoing development opportunities. Develops Card Services
Department plans and goals and measures results. Holds team members
accountable for results, including required competencies, service &
sales behaviors, policies, and procedures. Provides effective
feedback through coaching and timely performance appraisals.
Communicates Credit Union business plan and strategies to staff
through: quarterly reviews, staff meetings, ongoing one-on-ones and
weekly link-ups. Responsible for selecting team members,
engagement, coaching, development and managing talent. Communicates
and collaborates with the Director of Digital & Card Operations to
provide technical leadership, from strategic decision making to
project planning and execution, to ensure products and processes
are reviewed and aligned with service delivery objectives and
goals. Stays informed on trends and developments, ensures products
and services remain viable and relevant to continually meet the
needs of our members and targeted sales expectations. Manages
analytics platforms, including Visa Analytics and Card Expert, to
access key insights to optimize authorization and utilization
rates, promote early cardholder activations, lower fraud-related
costs, and maximize interchange revenues. Monitors product/service
income production for the Credit and Debit card programs and makes
recommendations when anomalies are discovered or targeted
projections are not met. Meets established goals and ensures that
corporate-wide plans and programs are supported. Completes reports,
records, and other documentation as required. Updates monthly
scorecard for Department activities. Responsible for processes,
procedures, disclosures, and training plans for the Card Services
Department. Conducts periodic reviews of existing procedures to
ensure they are current, compliant, and effective. Schedules
training on new regulations, service features, processes,
procedures or workflows for the department or all employees if
required. Conducts departmental business continuity plan reviews
and performs updates. Ensures the Cross-Training Matrix is
up-to-date and critical functions are documented and can be
performed in the event of a disaster. Manages professional business
relations with members, vendors, and trade professionals.
Represents the Credit Union in meetings with Visa and BIN
management, digital wallets, Fiserv EFT, Fiserv FOS, Fiserv Card
Services, ECS and SpendTrack online Visa account access, Fiserv
Contact Center, Risk Office, Trism Instant Issue, uChoose and other
vendor or business professionals associated with card processing,
plastic production, and rewards. Reviews and maintains awareness of
contracts and subscriptions as well as replacement schedules,
capital budget, targeted income, and monthly expense implications.
Assists the Director of Digital & Card Operations in the
preparation of income and expense budgets and approval of bills.
Reviews and manages card vendor inventory, billing, and expenses.
Responsible for monitoring and ensuring proper inventory level of
debit and credit card plastics both at central issuance and instant
issue branch locations. Prepares re-orders for approval. Obtains
approval of Director of Digital & Card Operations before new orders
or service changes are made. Works directly with our Fiserv Risk
Office Specialist to mitigate fraud losses or escalating risk
exposure. Manages the processing of Risk Office alerts and reviews
monthly and yearly assessments. Reviews communication from vendors
and research enhancements. Manages the effective and efficient
completion of Debit and Credit card processing functions and
support. Manages the Card Services Agent queue and Supervisor
Reports. Observes and coaches Card team on member interactions
conducted through various member service channels, using
established quality metrics and service standards. Acts as agent as
needed. Ensures requests in Card Services Mailbox are answered
promptly. Manages the administration of the debit and credit card
processing software, manages roles, user templates and product
configurations. Collaborates with the technology department for
maintenance, upgrades, system design, interface applications and
security. Manages Card Inventory, Supply Ordering, Monitoring and
Balancing End of Month. Instant Issue resource for branch problems.
Leads all card processing projects, conversions, portfolio
revisions or software upgrades. Ensures that card processing
functions are completed in accordance with established policies,
procedures, disclosures, and regulatory and compliance
requirements. Ensures that all department files, standard FAQs, and
email reply templates are current and accurate. Ensures research of
daily reports and card problems related to member's accounts is
completed and assists with inquiries, corrections, changes, and
deletions. Ensures reports are reviewed, monitored, and saved daily
and monthly for card maintenance and transaction activity. Manages
processes to complete member file maintenance requests, such as
name/address /phone/email changes, restricts usage, replacement
cards following Red Flag requirements, travel notes and card
account closures. Performs regular database maintenance and purges
all inactive accounts/files. Assists Accounting in balancing the
card programs and rewards and identifying and researching all
outstanding issues. Performs and assists with complex or sensitive
card processing functions, online access, digital wallet issues or
Card Valet (SunCard$afe) problems. Performs and assists with
complex lending functions or interest calculations, as necessary.
Understands STIP (Stand-in Processing) protocols and GCAS (VISA
Global Customer Assistance Services) for Emergency Card Replacement
& Cash requests. Manages VISA Consumer & Business Credit Card
program-related responsibilities, processes, and support, including
our Corporate Card program. Administers fixed rate and variable
rate card programs and notices required for rate changes due to
prime rate change or credit score change with a limit increase
request. Manages all credit system parameter settings, various
PRIN---s, interest and late fee calculations, processing and coding
for delinquency, bankruptcy and charge-off and related credit
bureau codes. Thorough knowledge of all disclosures and statement
information. Ensures compliance for branch Visa Cash Advance
terminals yearly through PCI Vendor. Acts as contact for equipment
issues and identification, upgrades, and supplies. Ensures Credit
Balance Report is reviewed monthly, and action taken to
transfer/refund the balance. Ensures Annual Cash Back rewards
credits are processed and administers all rewards programs.
Troubleshoots system problems and escalates issues when discovered.
Manages the processing of lender approved new credit card
account(s), credit limit adjustments, balance transfers and product
transfers. Understands the Loan Origination System process and
disclosures. Monitors daily and monthly reports from Nautilus,
ClientView, VOL, and the Fiserv Credit Call Center and reviews
action taken, requests outstanding and follow-up required. Ensures
processing of Visa ACH payments, one-time and recurring, and the
daily review of ACH payment reports. Research member inquiries and
disputes, interest, rewards, and monetary adjustments and performs
maintenance that may include interest or late fee refunds or reward
adjustments. Manages the monitoring and tracking progress of
outstanding chargebacks and adjustments ensuring they are within
required timeframes, closeout packages have been received and
processed, items are recorded for CUNA bond claim and/or write-off.
Ensures accurate processing of Sunguard Payment Protection packages
and required credit card coding. Manages the administration of the
anti-fraud program for our plastic card programs. Monitors Fraud
Trends (including merchants, transaction types, locations, etc.)
and the ability to communicate these trends to members and staff.
Takes action to mitigate losses. Manages the review of fraud
reports, monitoring of daily fraud tools, processing of all CAMS
alerts, and compiles tracking tools for department use and a
database for member mail merge notifications and email notices when
fraud occurs. Reviews Visa GCAR Issuer Recovery reports on
Compromised Cards. Manages the Cuna Mutual Group bond claim process
including member disclosure, filing requirements, deductibles, and
program limits. Files bond claims, provides logs to accounting for
reconciling entries for the Debit and Credit card programs and
tracks yearly loss totals. Manages users as Administrator for these
systems: Client Central, FOS, uChoose, ECS and SpendTrack Visa
Online Access, Interaction Client Supervisor. Manages the
processing of all (Fraud & Non-Fraud) disputes and chargebacks for
Visa Consumer, Business, and HSA Debit Cards, and ATM Cards.
Ensures Card Specialists can answer member questions regarding
chargebacks and disputes that may lead to difficult and direct
conversations. Ensures member information and documentation is
received and filed. Manages debit chargeback process, necessary
documentation, and time frames for completion. Ensures completion
of dispute forms in eDocs and requests for provisional credit to
cardholders. Ensures the review and processing of daily reports for
disputes, credit adjustments and discrepancies in chargeback
adjustments. Tracks provisional credits and charge back
completions. Ensures processing of cardholder complaints against a
merchant to VISA if the merchant is not compliant with VISA rules &
regulations for debit and credit. Expectations for Leadership Team
Supports, creates organizational awareness, and models Sun
Federal---s mission, vision, values and culture. Accepts
responsibility to live Sun Federal---s culture. Positively
influences others by demonstrating competency in Sun Federal---s
Leadership Expectations: Instilling a Shared Vision, Strategic
Agility, Emotional Intelligence, Communication Skills, Business
Acumen, Relationship Skills, Developing Individuals & Teams and
Service Orientation. Actively models Sun Federal---s service
behaviors and coach---s employees to consistently follow them.
Shows professionalism, empathy, and respect in all interactions
with members, internal and external. Takes personal responsibility
to actively listen to the members, understand their needs and take
initiative to help the member as your priority. While some have
little direct member contact, every position at Sun Federal
supports the member. Take ownership of job duties. Offer team
members assistance when necessary to help develop a fully competent
and cohesive workforce. Recommends and develops process
improvements and procedures to enhance productivity and improve
service. Responsible for the departmental budget process and
department strategy sessions. Manages expenses accordingly.
Responsible for personal development through training,
collaboration, and teamwork. Understands and adheres to all
policies, procedures, and regulations. Maintains knowledge of
regulations appropriate for position (i.e. Bank Secrecy Act, OFAC,
etc.) and attends all training as it relates to position related
regulations. Adheres to Sun Federal---s security procedures and
safeguards member information. Demonstrates professionalism in
dress, tone, flexibility, and communication. Consistently acts as
part of a cohesive team, demonstrating excellent interpersonal
skills and the ability to interact positively with other employees.
Maintains open and respectful communication with other departments.
Handles conflict directly and discreetly. Collaborate, contribute,
and communicate for the success of the team. Invite and accept
feedback from others and provide upward feedback. PERFORMANCE
MEASUREMENTS Department functions are effectively and efficiently
completed in accordance with established Credit Union policies,
procedures, standards, and related program and legal requirements.
Productivity, quality, and processing deadlines are met. Department
procedures are regularly reviewed and modified as needed.
Department personnel are well trained, effective, and efficiently
utilized. Professional business relations exist with both members
and external trade contacts. Questions and problems are promptly
and courteously resolved. Assistance is provided as needed.
Effective working relations and coordination exist with related
departments and branch personnel. Support is provided as required.
Director of Digital & Card Operations is appropriately informed of
area activities and of any significant concerns. QUALIFICATION
REQUIREMENTS To perform this job successfully, an individual must
be able to perform each essential duty satisfactorily. The
requirements listed below are representative of knowledge, skill
and/or ability required. Reasonable accommodation may be made to
enable individuals with disabilities to perform the essential
functions. The individual must be able to successfully pass
background checks. Education/Certification: Bachelor---s degree in
Business or related field or equivalent education and experience.
Required Knowledge: Operational understanding of all Department
functions. Knowledge of credit and debit card processing including
Visa rules, rewards, fraud, chargebacks, disclosures, regulations,
statements, compliance, digital wallet, BIN, and portfolio
management. Knowledgeable of all fraud monitoring tools including:
Casetracker, Tranblocker, FICO Alerts, Interactive Text Alerts,
Tokenization Notification for digital wallets. Thorough
understanding of Kasasa Rewards, debit activity requirements and
Fiserv Spectrum core processing functionality and card processing
functions. Experience Required: Three to five years of related
experience and management experience in a financial institution.
Skills/Abilities: Strong interpersonal, leadership, and supervisory
skills. Well organized. Strong member services skills. Able to
communicate complex information clearly. Strong problem-solving
skills. Able to coordinate well with other departments and
personnel. Ability to teach, train and coach others. Ability to
work well under pressure. Displays a professional image that
promotes Sun Federal---s brand and culture. Must be creative, idea
generator, open to change and new ideas. Ability to focus on higher
level strategic issues. Strong negotiation skills. Excellent
judgment and decision-making skills. Must be fluent in English with
excellent written and verbal communication skills. Professional
appearance and attitude. Excellent presentation and communications
skills. Self-directed and able to work with minimal supervision.
Strong organizational ability. Ability to operate related computer
applications and other business equipment. Able to navigate
multiple systems and use all related software applications. Ability
to prepare and analyze reports using Microsoft Excel. Strong PC
skills with the ability to use and instruct others on Microsoft
Windows, Word, Excel, and Outlook. Ability to analyze and solve
technical problems. Admin credentials for key vendor systems (i.e.
Fiserv EFT, Fiserv CPS). PHYSICAL ACTIVITIES AND REQUIREMENTS
Talking: Especially where one must frequently convey detailed or
important instructions or ideas accurately, loudly, or quickly.
Average Hearing: Able to hear average or normal conversations and
receive ordinary information. Repetitive Motion: Movements
frequently and regularly required using the wrists, hands, and/or
fingers. Average Visual Abilities: Average, ordinary, visual acuity
necessary to prepare or inspect documents or products or operate
machinery. Physical Strength: Sedentary work; sitting most of the
time. Exerts up to 10 lbs. of force occasionally. (Almost all
office jobs.) WORKING CONDITIONS: Ability to handle stressful
situations. No hazardous or significantly unpleasant conditions
(such as in a typical office). MENTAL ACTIVITIES AND REQUIREMENTS
Reasoning Ability: Ability to apply logical or scientific thinking
to define problems, collect data, establish facts, and draw
conclusions. Able to interpret a variety of technical instructions
and can deal with multiple variables. Mathematics Ability: Ability
to compute discount, interest, profit, and loss; commission markup
and selling price; ratio and proportion and percentage. Able to
perform very simple algebra. Language Ability: Ability to read
periodicals, journals, manuals, dictionaries, thesauruses, and
encyclopedias. Ability to prepare business letters, proposals,
summaries, and reports using prescribed format and conforming to
all rules of punctuation, grammar, diction, and style. Ability to
conduct training, communicate at panel discussions and make
professional presentations. Employee Benefits Tuition
Reimbursement, Promote From Within Philosophy, Professional
Development, Work/Life Balance, Paid Vacation and Sick time, 11
Paid Holidays, Weekends and Evenings Free, 401(k) with 6% Match,
Employer-Paid Pension, Incentive Pay, EAP, Medical, Dental, Vision,
Life, Long-Term Disability Insurance, Employer H.S.A. Contribution,
Wellness Program and Rewards, Credit Union Membership, Financial
Wellness Education
Keywords: SUN FEDERAL CREDIT UNION, Toledo , Card Services Manager, Executive , Maumee, Ohio
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