Patelco Credit Union

  • Card Operations Supervisor

    Job Locations US-CA-Merced
    Req No.
    2018-2765
    Category
    Card Services
    Type
    Regular Full-Time
  • Overview

    Overview

    We’re here to help people in communities throughout Northern California build financially healthy livesWe do this by being attentive and partnering with our members to understand what is financially best for them. We thrive on change, and we put people first. If you’re looking to use your skills and knowledge to make a difference in the lives of others, we look forward to hearing from you.

    About Patelco Credit Union    

    Patelco is a not-for-profit credit union, serving the financial needs and aspirations of more than 300,000 members. What we earn, we return to our members in savings from lower loan rates, fewer fees, and personalized service that focuses on transparency, simplicity, and trust. Our mission remains the same as when we started in 1936, to provide products, services, education and expertise that will empower our members to rise up and achieve financial freedom. 

     

    The Opportunity

    The Card Operations Supervisor is responsible for a team of 7-10 Patelco Card Operations Specialists and supports the Card Operations/Consumer Lending management team in executing strategic goals. The individual is passionate about leading others through consistent coaching and development. This person will demonstrate superior member service and deep card expertise. This team member will be forward thinking with the ability to adapt and drive change in a fast pace environment.  This leader will create and sustain an environment in which Patelco culture is understood and embraced with team members that feel valued and demonstrate a high level of integrity and engagement for their work. Join our team if this sounds like you!

    Responsibilities

    • Strong commitment to good attendance and punctuality
    • Maintain a strong understanding of state and federal laws, regulations, and compliance standards
    • Remain up to date on compliance training and personal growth and development plan
    • Identify if team members are utilizing correct tools, adhering to company policies and procedures and that regulatory compliance standards are met
    • Document and report skill deficiencies, member concerns and call trends to management and training.
    • Maintains accurate attendance tracking of team members
    • Administer and input/upkeep team member timecards
    • Handle complex calls and escalations
    • Manage volumes by consistently monitoring the workload, re-assigning team members as appropriate, and logging on proactively without the request of management
    • Quality reviews of daily work, including member calls and outgoing correspondence as appropriate and provide effective feedback for enhancing service
    • Analyze and evaluate performance of the team and develop meaningful and regular coaching and development sessions
    • Runs regular team meetings and consistently provide updates that have impact to the direct reports through effective communication
    • Strong understanding of contact center industry, trends, technology, and common practices. Proficient in fraud and dispute claims processing
    • Actively walks the floor to solicit help and capture dispute trends, member issues relating to in scope card service processes
    • Keeps up with member surveys, social media comments, and have a clear understanding of the feedback through these channels with ideas and solutions to solve
    • Proactively identify issues and concerns and informs management of root issues and recommended solutions for both member facing and team member processes
    • Develop realistic plans that drive and sustain an engaged work environment
    • Create a caring and accountable culture that is member centric
    • Proactively seeks to learn best practices and/or techniques within the card services industry including standard card servicing and dispute processing industry to evolve and remain current and competitive.
    • Acts as an in-charge when management is not available
    • Effective collaboration with internal Patelco colleagues and external third party vendors for exceptional member servicing
    • Performs other duties as assigned

    Qualifications

    • Bachelor’s Degree in related field or equivalent work experience
    • Knowledge of Patelco Credit Union’s products and services, policies and procedures, and regulatory requirements (preferred)
    • Excellent written and oral communication skills: strong organization, problem-solving, and analytical skills
    • Five years in customer service preferably leading others and preferably in a contact center environment or back office
    • Working knowledge of Card Operations functions and Card Claims Processing. Business writing certification preferred
    • Strong Debit, Credit, ATM acumen including dispute processing
    • A minimum of three years in a Card Operations environment
    • Two years previous supervisory experience required
    • Have strong member service skills
    • Be proficient on PC, MS Office Products, and Outlook
    • Possess excellent oral and written communication skills
    • Possess exceptional skills in being resourceful
    • Possess excellent time management skills
    • Be detail oriented, a team player, and must work with little or no supervision.
    • Be committed to the concepts of “team effort” and “quality member service”
    • Effective multi-tasking and prioritization skills

    Patelco Credit Union is an EO Employer - M/ F/ Veteran/ Disability

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