Card Services & Digital Payments Lead

SUMMARY:

The Card Services & Digital Payments Lead is responsible for providing leadership, support, guidance, and coaching for the Card Services & Digital Payments staff to ensure accurate and efficient operational tasks in accordance with documented procedures and regulations. This position will serve as the primary subject matter expert for all debit card, credit card, bill pay, and digital payment products. They will also be the primary escalation point for all Card Services & Digital Payments team personnel. Additionally, the Card Services & Digital Payments Lead is responsible for maintaining and supporting all aspects of servicing debit card, credit card, bill pay, and digital payment products, and successfully resolving related member service escalations. Daily tasks will include but not be limited to maintenance, service, reporting, and follow-up. The Card Services & Digital Payments Lead will also be tasked with various projects and expected to complete them with little to no supervision.

ESSENTIAL FUNCTIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Integrates the credit union philosophy and operating principles and diligently promotes the credit union's mission statement into work habits, processes, and service delivery systems.
• Promotes the DECU Service Commitment and exemplifies internal service standards.
• Serves as a subject matter expert on all card and digital payment products, including but not limited to debit cards, credit cards, bill pay, and the technology and systems for each.
• Manages credit card, debit card, bill pay, and other digital payment related tickets, member service escalations, and service events to ensure successful resolution.
• Works closely with third party vendors to implement changes and drive issues to resolution.
• Creates and maintains procedures and other departmental documentation.
• Looks for opportunities to promote card and digital payments products and service usage to members.
• Manages debit and credit card inventory, ordering, and analysis.
• Coordinates with card and digital payment vendors to drive card and digital payment issues to resolution.
• Performs account maintenance in a variety of platforms for members or at the request of collections, Accounting, HR and credit union staff.
• Assists AVP of Card Services & Digital Payments with card and digital payment reporting and analysis.
• Works closely with the AVP of Card Services & Digital Payments on card and digital payment projects, taking ownership of components and projects as assigned.
• Identifies and works to implement department efficiencies and automations.
• Works with card vendor and internal resources to optimize fraud strategies.
• Other duties as assigned.

QUALIFICATIONS:

Knowledge Of:

• Credit Union products and services.
• Credit Union policies and procedures pertaining to member services.
• Credit card, debit card, bill pay, and digital payments servicing & landscape.

Ability To:

• Operate a PC using the following software applications Windows, Outlook, Word, and Excel.
• Operate the Credit Union’s financial software to access member accounts to perform transactions, account inquiries, and all other member service functions.
• Operate standard office equipment and tools such as a PC, fax machine, and telephones.
• Compare differences in products and services offered by other financial institutions to those offered by DECU.
• Provide exceptional member service in keeping with the DECU Service Commitment.
• Communicate effectively verbally and in writing.
• Analyze problems and provide solutions.
• Ability to make decisions using sound judgment, organize and prioritize workload, and maintain a professional relationship with members, employees and vendors.

REQUIRED EDUCATION AND EXPERIENCE:

• Associate degree or equivalent experience, plus two years of card servicing and/or digital payments experience.

License or Certificate:

• Bondable
• Acceptable Credit History

Compensation & Benefits:

• Salary Range: $37,600-$56,400
• Health, Dental & Vision Benefits
• Bonus opportunity
• 401(k) with match and profit sharing
• Flexible Time Off

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)