Manager, Card Servicing- Bartlesville, OK

JOB SUMMARY

This position supervises and supports card Servicing Representatives in the day-to-day operation of the department, while carrying out department related activities.  This position takes a lead role in monitoring the processing and maintenance of all card transactions and assures prompt and accurate information regarding inquiries.  The position reports directly to the VP of Remote Services.

ESSENTIAL FUNCTIONS

1.  Actively listen and respond to member inquiries, suggestions, requests, and concerns.
2. Prepare and write performance reviews of Card Services Staff.
3. Oversee the daily operations of assigned Card Servicing staff, addressing questions, coaching      employees, ensuring compliance to standards and guaranteeing the delivery of superior service to     internal members and external contacts.
4. Coordinate schedules to ensure sufficient coverage for key functions at all times.
5. Provide training and guidance to card services department personnel.
6. Work on special projects as requested by Manager.
7. Administrator roll with Star Debit Card System and Evolve Credit Card System.
8. Assist members directly to minimize escalated situation.
9. Implementation of new products and services.
10. Vendor Management of key Cards vendors.
11. Data analysis to track and improve department operations.
12. Perform other duties and responsibilities as requested by manager.
13. Ensure delegation of the following department functions:

a. Conduct maintenance on accounts including: process credit card payments and special requests, transfer payments, change effective date payments, do cash advances, refund fees, add authorized users, conduct credit limit increases, etc.

b. Conduct maintenance on HELOC accounts including: cash advances, convenience checks, letters, disclosures, etc.

c. Balance credit card payments received by lobby personnel

d. Input new credit card, ATM and debit card accounts

e. Process debit and credit card applications, send letters and disclosures to members

f. Handle all fraud/disputes related to cards, providing provisional credit and alerting Visa of such; file fraud insurance

g. Process lost or stolen cards and requests for maintenance, PINS and replacement plastics

h. Monitor negative balance accounts and take appropriate action.

i. Process and balance reports including the monthly returned mail report and denied credit card loans

by conducting data entry in Teres. The monthly balance of GLs relating to cards.

j. Sort and distribute departmental mail.

k. Process name and address changes.

l. Providing requested account information and processes to auditors as requested.

KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

• Knowledge of:
  • • Modern office equipment, 10-key and procedures
    • Credit Union products and services
    • Credit Card products, requirements, and procedures
    • Basic accounting
    • Technology and various software including Symitar, Star, WebTrack, Synergy, VISA/FDR,       Rownet, Sterling File Gateway, PSCU Financial Services, CUNA Mutual, Microsoft Word and       Excel
• Ability to:
  • • Carry out Credit Union mission, philosophies, values and practices
    • Solve practical problems and deal with variables in situations
    • Write routine reports and correspondence
    • Develop policies and written procedures that adhere to Card Act Regulations
    • Organize and prioritize to adhere to deadlines
    • Interpret a variety of instructions furnished in written, oral, diagram, and schedule    form
    • Speak with confidence and clarity
    • Adapt professional style to the needs of the members
    • Maintain confidentiality and professionalism
• Skill in:
  • • Strong verbal and written communication
    • Paying close attention to detail
    • Making effective and timely decisions

QUALIFICATIONS

Critical Development Experiences:

Pursue opportunities for professional growth and development through training, education and self-study

Successfully complete all applicable compliance training and testing.

Education and experience equivalent to:

Three to five years of similar or related experience, including preparatory experience.

A two year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.

Education, experience, and tenure may be considered along with internal equity when job offers are extended. 

REQUIREMENTS

Regular attendance and timeliness are essential functions of this position.  While performing this job, the employee is regularly required to sit or stand for a significant period of time and perform functions that require manual dexterity.  The employee must occasionally reach above or below normal body position, stoop or bend, and carry, lift or move objects weighing up to 25 pounds.  A normal range of hearing, vision, and speech are required to effectively work with co-employees and members.

REGULATORY COMPLIANCE & CONFIDENTIALITY

Follows regulatory and policy compliance requirements, which include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags and other compliance related Policies. This position also requires maintaining confidentiality with regard to non-public information about our members and the Credit Union.

This job description should not be interpreted as all inclusive.  It is intended to identify the duties, responsibilities and requirements of this job.  Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this description.  Any physical demand of essential function or requirement of this position will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA).  Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.