Card Services Supervisor

Overview

The Card Services Supervisor is responsible for supervising and monitoring daily production of the Card Services Department, including progress, quality, and quantity of work, in addition to ensuring the quality of service provided to our cardholders and our retail support teams supporting the Card Services Manager with reporting and projects. Responsible to uphold and abide by Frontwave’s core values and service expectations.

About Frontwave Credit Union

Frontwave Credit Union is a member-owned not-for-profit financial institution serving San Diego, Riverside, and San Bernardino counties. Founded in 1952, we have grown to 14 branches with 120,000 members and manage over a billion in assets. At Frontwave Credit Union, we are focused on creating consumer solutions to provide our members and the communities we serve with products and services that enhance the quality of life for our members through exceptional service and the progressive application of technology.

What’s In It For You:

Competitive pay, 401k matching, mortgage and auto discounts.

9-27 days of PTO per year (based on tenure) and 10 paid holidays.

Affordable medical, dental, vision health plans, and Flexible Spending Account.

Employee Assistance Program with a variety of services.

Career development, training, and coaching, mentoring; tuition reimbursement up to $4,000/year.

Culture of excellence and continuous improvement.

We strive to be the best place you’ve ever worked!

Responsibilities

Essential Duties and Responsibilities

Includes the following non-inclusive list. Other duties may be assigned. All duties are to be performed in compliance with applicable laws, regulations as well as Credit Union policies and procedures:

ASSISTS IN THE EMPLOYMENT, COACHING, EVALUATION, TRAINING, MOTIVATION AND DISCIPLINE OF ASSIGNED PERSONNEL

Supervises staff in accordance with Credit Union policies and applicable lawsInterviews and recommends qualified applicants for employmentAssigns duties and work schedules to ensure efficiencyTrains staff in proper procedures, members service skills, cross-selling opportunities, and Credit Union policiesPrepares and assists with performance evaluations and coaching sessionsonitors, maintains, and documents accurate records for hours worked, overtime hours, and time offReviews, adjusts and approves time sheets biweekly to Human Resources for payroll processing. Promotes harmony among staff members and provides assistance in problem resolutionCoaches, supports, and develops staff to achieve department and Credit Union goalsAssigns duties and organizes cross-training of tasks and assignmentsAssists staff in handling plastic card inquiries, transaction disputes, and fraud processing. Resolves complaints relating to Card Services products and services offered

ENSURES A HIGH LEVEL OF PROMPT, EFFICIENT, QUALITY SERVICE FROM ASSIGNED STAFF

Maintains a well-trained staff knowledgeable in card services, procedures and policiesEnsures adequate coverage of personnel during peak hoursConveys and instills a high level of quality member service to staffWorks with outside vendors to correct any card service related issuesPerforms and carries out the duties of all department positions on an as needed basisInstructs staff in correct telephone etiquetteProvides technical and operational guidance to staff and checks results of assigned workAssists and directs staff in problem resolution and provides approvals on exceptions within defined guidelinesEnsures all cardholder transaction disputes and fraud claims are processed within the time allottedEnsures required card disclosures are in compliance and prepared in a timely manner. Ensures that all staff is thoroughly trained in the department assignments by scheduling cross training and making sure that their assigned online courses are takenAssists with reconciling and maintaining the card settlement and card dispute ledgers in balance and making any adjustments necessary

ASSISTS WITH ATTAINING ANNUAL DEPARTMENT LEVEL AND STRATEGIC EXECUTIVE GOALS

Coach and motivate staff for achieving both organizational and departmental goals with the internal service surveys and Net Promoter ScoresSolicits ideas and instills teamwork among the department for achieving personal, departmental and organizational objectives and goalsCommunicate and maintain performance expectations for service and production, and measure expectation through monthly KPI reports and scorecards

PERFORMS OPERATIONAL DUTIES WITHIN THE DEPARTMENT

Serves as a working supervisor and performs all duties and tasks associated within the departmentActs as the point of contact for issues directly related to Card Services. Assists with training Credit Union personnel and assists members with resolving difficult or complex issues pertaining to Card ServicesCompiles data and assists in preparing monthly productivity and management reports. Monitors Frontwave website and intranet resource page to ensure the most current and correct card information is listedCollaborates with the various support departments and branches for enhancing card processes and creating operation excellenceExpert point of contact for the instant card issuance program, including enhancement projects and program upgradesWorks with Card Manager on all card related projects and monthly/quarterly reporting

Supervisory Responsibilities

Directly supervises employees in the Card Services Department. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include assisting with the interviewing and hiring process, training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

Education and/or Experience

Associates degree and/or high school diploma (or GED) with a minimum of 2 years’ experience with plastic cards plus 1 year experience within a financial institution, with increasing responsibility related to training or overseeing peers in the absence of an authority figure preferred.

Salary Range: $29.02/hr-$43.54/hr

Service Excellence Standards

When joining Frontwave Credit Union, you can expect to be a part of a workforce committed to the following Service Excellence standards:

We see it. We own it. We get it done. We ignite positive experiences. We do things right every time. We are collaborators - united, cohesive and engaged We innovate and evolve. We create memorable experiences for life. We starts with me.