Assistant Manager Card Services

We are Addition Financial, a member-owned, not-for-profit financial cooperative, offering comprehensive financial solutions that help members achieve their financial goals. Shareholder profits do not drive us and never have. Since 1937, we have been on a mission to bring financial success and education to everyone and make a positive impact in the lives of our members and the communities we serve. And we want your help to make that happen. We're looking for people who not only want to do meaningful, challenging work, but who also have a heart for service.

Summary

The Assistant Manager of Card Services supports the oversight of daily operations and vendor coordination within the credit and debit card programs. This role assists with ensuring compliance with policies and regulations, supports system upgrades and project implementations, and aids in managing inventory and billing for card products. The assistant manager helps lead the Card Services team, promotes operational efficiency, and provides guidance in resolving member disputes and chargebacks. This position works closely with accounting, information technology, and other departments to ensure smooth and effective card service delivery.

Duties and Responsibilities

• Reviews and manages credit and debit card inventory, billing, and expenses. Responsible for monitoring and ensuring proper inventory level of credit and debit card plastics, both at central issuance and instant issue branch locations.
• Reviews communication from vendors, credit union staff, support departments and members (and provides accurate and timely responses).
• Ensure requests in Card Services Mailbox are answered and/or resolved promptly.
• Manages the administration of the debit and credit card processing software, manages roles, user templates and product configurations. Collaborates with the technology department for maintenance, upgrades, system design, testing, interface applications and security.
• Leads or assists on all card processing projects, conversions, portfolio revisions or software upgrades. Ensure that card processing functions are completed in accordance with established policies, procedures, disclosures, regulatory and compliance requirements.
• Ensures that all department files, standard FAQs, and email reply templates are current and accurate.
• Ensures research of daily reports and card problems related to members’ accounts is completed and assists Card Services team and credit union staff with inquiries, corrections, and revisions.
• Ensure reports are reviewed, monitored, and saved daily and monthly for card maintenance and transaction activity.
• Assists Accounting in balancing the credit and debit card programs and card rewards, as well as identifying, researching and resolving all outstanding discrepancies.
• Ensures proper training for Card Specialists and that they can answer member questions regarding all Card Services related inquiries, including staff and member escalations.
• Completes frequent Card Services tasks and procedures reviews, to ensure accuracy and appropriate backup coverage.

• Oversees the daily staff schedule and the Card Services phone queue, to ensure adequate task/phone coverage, task delegations and possible lunch hour changes.
• Ensures member sensitive information and documentation is received and securely filed.
• Manages processes to complete member file maintenance requests, such as name/address /phone/email changes, restricts usage, replacement cards following Red Flag requirements, travel notes and card account closures.
• Assists with the management of debit chargeback process, necessary documentation, and timeframes for completion. Ensures the review and processing of daily reports for disputes, credit adjustments and discrepancies in chargeback adjustments. Tracks provisional credits and charge back completions.
• Assists the Card Services manager with ATM related tasks pertaining to the Central Region.
• Research member inquiries and disputes, interest, rewards, and monetary adjustments and performs maintenance that may include interest or late fee refunds or reward adjustments.
• Assigns duties and examines work for quality, accuracy, and conformance to policies and procedures. Ensures standardize procedures to improve the efficiency of subordinates and recommends process improvements.
• Determine staffing and training needs in conjunction with the supervisor. Supervise all staff who report directly, including performance appraisal and recommend salary adjustments.
• Issue written and oral instructions as appropriate to ensure tasks are carried out effectively and efficiently.
• Perform other duties as assigned by the department manager.

Requirements

Education:

• High School diploma or equivalent

Experience

• Proven experience in card services, financial operations, or related fields preferred.

Other characteristics of the position

Mental Demands:

• Must understand and follow a set of clear verbal and/or written procedures without deviation.
• Performs repetitive routine tasks.
• Withstand moderate amounts of stress.
• Must adhere to a provided work schedule to meet a set of qualitative production standards.
• Perform tasks that can vary from day to day.
• Must relay information verbally (preferred).

WORKING WITH US:

We’re continually recognized as a top employer because we understand people like you want more out of your career. Like making a difference in people’s lives and in the community. Being part of a team that supports each other. Feeling good about the time you spend at work each day. And being able to balance your life while also earning a competitive base salary and benefits, including:

• 401k with profit sharing contribution
• Comprehensive medical, dental and vision coverage from leading insurance providers
• Continuing education and up to $5,000 in tuition assistance annually
• Generous vacation and sick pay
• Paid parental leave and volunteer time off
• Major holidays off including Federal holidays that many other industries don't observe
• Credit union benefits including reduced consumer/mortgage loan rates, free checks, and other financial services discounts

At Addition Financial, we accept you for who you are. We are an equal opportunity employer and do not discriminate based on race, color, creed, religion, national origin, sex, marital status, age, protected veteran status, or disability/handicap with regards to recruitment, selection, placement, promotion, wages, benefits, and any other areas of employment. Personal perspectives and beliefs are what helps our team members, and our company, grow as a whole and we seek to nurture that inclusiveness. We welcome our team member’s diverse viewpoints and work together so that everyone’s voices are heard. So, if you’re ready to take your career to the next level, Count Us In®.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.