Credit Card Operations Supervisor jobs in Massachusetts

It’s an exciting time to be at Hanscom Federal Credit Union!

As a member of our Card Services Department, you will join a dynamic team of dedicated individuals committed to delivering exceptional service to our members.

Who we are – Hanscom Federal Credit Union

• Members-first – our members are our top priority. We make business decisions with our members at the top of mind.
• Integrity – we’re honest and committed to doing what’s best for our members and our company. What is right isn’t the same as what is easy.
• Teamwork – we are in this together and we all benefit from our success.
• Innovation – we identify new ideas for processes or products that will lead to positive changes and take the initiative to implement the changes.
• Empathy – we understand that communication starts by listening, understanding diverse perspectives, and caring about others’ sustained success.

What we offer

• A full-time, permanent position that will reward you through an annual bonus program.
• Medical, Dental, Vision, FSA, 401(k), Student Loan Paydown, and paid Sick and Vacation time benefits.
• A flexible hybrid work schedule environment.
• We are committed to fostering career growth and development – when you join our organization it’s not just a job.
• We look to develop your skills aligned to our business needs and help you progress in your career.

Who you are – AVP, Card Services Manager

You are a dynamic, detail oriented, intuitive person with the ability to develop relationships, build rapport and become a trusted team member. You are able to provide everyone you assist or support with a high level of service, have strong organization and multi-tasking skills, and are searching for a rewarding career where you are valued and respected.

What you'll do

• Oversee the daily operations of the department. Manage staffing schedule to ensure appropriate staff coverage.
• Manage all aspects of the credit union’s outsourced ATM Managed Services Program. Act as primary point of contact for ATM installations, upgrades, and ongoing support.
• Develop, implement, and maintain all card services departmental procedures. Review, recommend, and implement new methods and processes to enhance the effectiveness and efficiency of the card services department.
• Monitor and maintain fraud control program and risk management tools to assist in the prevention of plastic card fraud. Analyze card fraud data to identify trends and develop strategies to proactively minimize member service impact as well as future exposures and losses.
• Serve as the primary liaison with third-party vendors that support the credit union’s card services program (MasterCard, PIN Networks, Core Processor, Card Processor and Plastic Card Production).
• Manage system parameters within the following platforms: Card Processor Platform; Card Networks Platforms; Fraud Control Platform; and Core Database Plastic Card Platform.
• Collaborate and maintain an open dialogue with the branch network, member engagement center, and other internal departments.
• Exercise the usual authority of a manager in matters regarding hiring, staffing, performance appraisals, promotions, salary recommendations and terminations. Responsible for setting the tone for and supporting a learning environment than encompasses coaching, training and cross-training accordingly.
• Ensure exceptional service is provided to members and employees. Review and resolve special card related issues, concerns, requests, problems, and complaints.
• Ensure adherence to all government regulations and card network rules and regulations.
• Participate in special projects and task force teams as appropriate.
• Maintain current knowledge of all credit union products and services. Actively promote credit union products and services.
• Assume additional responsibilities as requested.

Knowledge/Skills/Experience Required:

8 to 10 years of similar or related experience, including preparatory experience.

Education/Certifications/Licenses:

A college degree.

Interpersonal Skills:

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Other Skills:

Strong analytical and operational background. Ability to read and interpret specific directions paying special attention to detail. • Results driven, member service oriented, self-motivated and able to work independently. • Ability to handle multiple tasks while prioritizing the importance of items in a fast paced environment while maintaining integrity of confidential information. • Solid problem solving and decision making skills. Ability to deal with complex problems involving multiple facets, variables and situations where only limited standardization exists. • Solid understanding of Regulation E and Visa/MasterCard No Liability compliance. Previous experience with chargeback processing/dispute resolution. • PCI compliance knowledge preferred.

Experience

• 8 - 10 years: similar or related experience in a financial institution

Education

• Bachelors or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)