Card Services Manager

San Francisco-based Patelco Credit Union is one of the largest and most successful credit unions in the United States. We were charted in 1936 to serve the employees of Pacific Telephone and Telegraph Company, the organization from which the credit union derived its name. Patelco remained a telephone company credit union until 1983, at which time it expanded its field of membership to companies within the telecommunications and high technology industries, and professional service organizations. 

Key Duties/Overview

In this position, you will be responsible for managing a team of approximately 8-12 Card Services Representatives. Job responsibilities include training, motivating, coaching, developing and evaluating all aspects of employee performance.  The position also requires the manager to set department goals, measure and report department performance, handle escalated calls/correspondence, and facilitate team meetings for training and communication purposes. This job also requires regular interaction, communication and management of vendors.  In order to perform these daily job functions, it is imperative to remain current on all initiatives, policies and procedures, system enhancements and changes to the business. Additionally, you will be looked upon to identify card trends (fraud, chargebacks, disputes), interact with all levels of management, identify areas of opportunity as well as offer recommendations on process and procedural improvements.

Primary ResponsibilitiesManage individual and team performance metrics including productivity, attendance, quality service, and all administrative functions.Facilitate meetings. Handle escalated calls/correspondence.Ensure timely processing of disputes/chargebacksDevelop and motivate staff. Respond to CAMS alerts. Forecast and manage card inventory.Review fraud cases for accuracy.Review/work FALCON and FairIsaac reports/alerts. Submit/review insurance claims.Adhering to and upholding the Patelco Credit Union’s core values at all times.

QualificationsBachelor’s degree (B.A./B.S.) or AA in business related discipline or equivalent (preferred) Proven leadership abilityMust possess strong analytical skillsKnowledge of Microsoft Word and ExcelExcellent written and verbal communication skillsAbility to interact with managers at all levelsSuperb time management skillsAbility to multi-task and work as a team, as well as independently, in a fast paced environment.Previous management experience in the credit card processing and operations industryPrevious credit card fraud experienceMust have a valid drivers license

 Patelco Credit Union our employee benefits include:

 

·  Paid Medical, Dental, and Vision benefits for all Full Time employees, Part Time employees pay a nominal premium each month.

·  Short and Long Term Disability Insurance at no cost to the employee.

·  401k benefits including employer match of 60% for the first 5% contributed.

·  Pension Plan, one of the few companies that still offer this benefit.

·  Paid Holidays

·  Paid Vacation and Sick Time, unused sick time may be sold back to the CU at year end.

·  Tuition Reimbursement for business related degrees, including tuition, books and lab fees.

·  Flexible Spending Account for child care and/or medical expenses.

·  Profit Sharing Program

·  Discounts on Patelco Credit Union products and services.

·  Time off for School Visits, for parents with children K-12, up to a maximum of 40 hours per year.

 

We provide additional on-the-job training. If you would like to team up with a respected industry leader that offers competitive salaries, an extensive benefits package, and a great opportunity for career growth, please submit your resume to jobs@patelco.org for review.

 

Application by email is preferred, please add a cover letter and insert your resume as text only into your email. Salary history is mandatory. Any resumes received as attachments will be AUTOMATICALLY DELETED without being reviewed. Patelco is an ADA/EOE