Credit Card Operations Manager jobs in Santa Cruz, CA

What we’re looking for:

The Card Services Specialist is responsible for servicing internal and external member needs by handling items pertaining to Debit and Credit Card activity. They perform data entry, resolve escalated internal member calls/questions, maintain internal & dispute records, and provide exceptional service to internal and external customers. They serve as a resource in handling plastic card tasks, account research, dispute communication, and other card related inquires. Although a remote position, employees are asked to attend an in-person All-Staff event on a quarterly basis.

What you’ll do:

• Research and resolve internal and external member inquiries regarding card activities, such as disputes, card payment processing, card statement review, SMS reporting, VISA error corrections and monetary adjustments
• Process various credit card account file maintenance requests, including but not limited to, setting up pre-authorized payments, order replacement cards, oversee natural reissues, special card handling, account closures, and credit bureau reporting updates
• Assist, support, and provide training to Retail Branch, Digital Banking, Call Center, and Card Services’ teams on credit card account file maintenance requests. Maintain thorough knowledge of Credit Union policies and procedures to support to internal external member utilizing debit and/or credit cards
• Support the day-to-day handling and inquiries for the Credit Card rewards programs. Answer questions regarding the earning of rewards, redemption process, and research escalation requests
• Review fraud dispute requests for submission to fraud management system as applicable. Prepare submission with required documentation, act as the primary point of contact and manage according to internal procedure and CFPB Part 1005 (Regulation E) and Part 1026 (Regulation Z) timeframes
• Initiate, maintain, and resolve chargebacks, including Visa, Co-op, Star, and Interlink, and decisions on behalf of the Credit Union on cases moving into pre-arbitration status
• Collaborate with all areas of the Credit Union to identify and analyze potential, suspected and current Card fraud risk. Provide recommendations for additional detective and preventive fraud controls to prevent future losses
• Process claims and expense charge-offs. Monitor, reconcile, and perform certifications for various general ledgers in accordance with Accounting department policies
• Troubleshoot Debit and Credit card functionality and ATM system functionality issues. Research escalated items, provide resolution recommendations to management, and implement approved corrective actions
• Work with management to perform system validation and regression testing for all Core System and Credit Card Management Software updates, including systems such as DNA, Visa DPS, CCM, and Coop/FIS
• Remain current on Visa Regulations, VisaDPS and the CFPB as they relate to access devices, Regulation E, and Regulation Z. Maintain a thorough working knowledge of networks rules and regulations, including Co-op, Visa, Star, and Interlink
• Identify opportunities for improvement in the department’s daily, weekly and monthly polices and processes. Provide recommendations for enhancements to management and assist with Card Services projects, product management, and policy and process review and revision
• Promote and maintain a positive image of the Credit Union at all times to personnel, members, vendors and may represent the Card Services team in cross-functional projects or trainings

• High School Diploma or equivalent is required
• Minimum of 1 year experience in a professional office and/or customer service environment
• Demonstrated ability to use PC to perform work tasks
• Basic level knowledge of the Microsoft Office software suite, Internet, and Intranet required
• Must demonstrate logical thinking, strong analytical and problem solving skills
• Ability to quickly learn and utilize the software provided to initiate any processes with regards to credit card, ATM card, and debit card products
• Experience with CAMS, Visa DPS, VROL, VDM, Fiserv DNA and/or Akcelerant/Temenos preferred

Why work for us:

• Positive and fun work culture
• Rated #1 Credit Union to Work For by CU Journal
• Best Places to Work in the Bay Area (SF Business Times/Silicon Valley Journal)
• Benefits – Medical, Dental, Vision and more
• 401k Matching – $1 for $1 company match up to 5% of pay
• Eligibility to participate in annual bonus plan
• Paid vacations and holidays
• Our hybrid with flexibility approach combines the flexibility of remote working with the benefits of in-person, quarterly collaboration and all staff meetings
• Employee Assistance Program that supports 6 face-to-face sessions per person, per reason, for you and your household
• We invest in your professional growth & development
• A wellness program that supports your physical, financial, and emotional health

Bay Federal is proud to offer a competitive, robust compensation and benefits package. Bay Federal considers many factors in determining base pay such as experience, education/training, internal peer equity, job location, and other business considerations when extending an offer. For Santa Cruz, CA only, the pay scale Bay Federal reasonably expects to pay for this position is $23 – 27 hourly. Salaries are based on the geographic location in which you live if working remotely.

Bay Federal provides health care benefits, life and disability insurance, paid holidays and 401k with a company match to eligible employees; along with employee paid voluntary benefits. Paid time off is accrued per paycheck for eligible employees at a rate based on your tenure. Leaves of absences are available in adherence with state and federal regulations.

Bay Federal is committed to providing equal employment opportunity for all persons regardless of age, disability, national origin, race, color, religion, sex, sexual orientation, gender, gender identity or expression, pregnancy, veteran or military status, marital and civil partnership/union status, alienage or citizenship status, creed, genetic information or any other status protected by applicable federal, state, or local law.

For CCPA's requirements regarding security practices and procedures, please see our privacy page here (https://www.bayfed.com/privacy). Bay Federal Credit Union takes our obligation to keep our member's data safe and secure and adhere to industry standard best practices.