Position Summary

Responsible for leading the day-to-day operations of the Call Center and card portfolio. Ensures that members receive accurate, timely, professional, confidential, and cost-effective service across member interactions and card services. Oversees team performance, service levels, quality assurance, sales and productivity goals, card operations, fraud and dispute resolution, vendor relationships, and card portfolio performance. Develops and motivates staff, coordinates training, resolves escalated member concerns, and works with management, Compliance, Risk Services, and vendors to maintain effective operations and meet applicable legal, regulatory, and credit union requirements.

Essential Duties and Responsibilities

Team Leadership and Staff Management

• Supervise, coach, develop, and motivate Call Center and Card Services staff to ensure effective, efficient, and courteous service to members and internal customers.
• Assist with hiring and selection; support performance reviews; address employee issues; identify inadequate performance and take appropriate corrective action.
• Set individual and team goals, communicate performance metrics, service levels, quality standards, sales goals, and productivity expectations, and monitor progress.
• Prepare coaching's and disciplinary notices as required; provide ongoing feedback and career development support.
• Approve timecards, assign and prioritize work, and adjust staffing or overtime as needed.
• Facilitate staff meetings and ongoing training on service expectations, policies, procedures, products, systems, transactions, and operational updates.
• Delegate appropriate day-to-day decision-making authority and foster teamwork, accountability, and continuous improvement.

Call Center, Member Service, and Sales

• Ensure the Call Center meets CUB, quality assurance standards, customer satisfaction goals, and productivity objectives.
• Provide and promote friendly, professional, personalized, and confidential service to members and fellow team members.
• Resolve escalated or complex member inquiries, complaints, and service issues; identify, research, resolve, or appropriately escalate priority matters.
• Ensure member inquiries that cannot be resolved immediately are followed up on promptly.
• Accurately process routine to complex member transactions and provide information about financial products and services.
• Route calls to appropriate staff.
• Ensure the team meets service and sales goals.
• Solicit, monitor, and address feedback from members and businesses; monitor Call Center compliance with policies and procedures.
• Wire Transfers

Card Services Operations

• Manage daily operations of debit card, credit card, and HELOC card programs, including account servicing, maintenance, administrative oversight, and related data entry.
• Complete general ledger entries and balance cash advances as required.
• Develop, implement, maintain, and monitor procedures for card operations.
• Review and resolve card-related issues, concerns, requests, problems, and complaints from members and employees.
• Implement card program changes, including statement messages and inserts, product parameter changes, card reissues, and monitoring and ordering card stock.
• Maintain working knowledge of relevant card processor operations and systems, including PSCU and First Data, and related systems such as Ultracs where applicable.
• Identify operational efficiencies within Member Services and across credit union operations.

Fraud, Disputes, and Risk Coordination

• Process and respond to fraud and dispute claims promptly and in accordance with applicable requirements and procedures.
• Manage and monitor provisional credits, chargebacks, and related member account activity.
• Monitor cardholder disputes for fraud indicators and proactive fraud prevention; identify and track fraud trends and recommend strategies to management.
• Maintain fraud control programs and procedures.
• Coordinate information sharing and law-enforcement notifications with the appropriate Risk Services and Compliance personnel to help mitigate losses.

Vendor, Product, and Portfolio Management

• Maintain effective relationships with card service providers and networks, including PSCU, Visa, and Mastercard, and serve as a liaison for card-related projects.
• Coordinate, lead, and manage the launch of new and ancillary debit and credit card products and services.
• Monitor credit card portfolio performance and communicate results to management on an ongoing basis.
• Analyze portfolio and operational data; prepare management reports, KPI reports, presentations, and recommendations related to growth, profitability, service, and compliance objectives.
• Recommend product features, design, pricing strategies, and initiatives to improve cardholder activation, new account growth, card usage, and product potential.
• Stay current on card and rewards industry developments, new products, emerging technologies, features, and communication strategies.
• Work with Marketing, Lending, Collections, and Member Services staff to promote card programs and communicate product features and benefits.

Training, Membership, and Compliance

• Train new and existing employees, and Member Services staff, on debit, credit, and HELOC-related products, features, benefits, software, sales techniques, and processor functionality.
• Act as Membership Officer by reviewing new member applications for eligibility and approving eligible memberships.
• Work closely with the Compliance Department and vendors to support compliance with applicable legal and regulatory requirements, including credit card requirements and disclosures.
• Maintain thorough knowledge of credit union policies, departmental procedures, and applicable federal and state regulations.
• Maintain the confidentiality and security of member and credit union information and comply with all credit union policies and procedures.
• Perform other duties as assigned.

Minimum Job Requirements

• Education: High school diploma or equivalent/GED required; bachelor's degree in a related field preferred.
• Experience: Five years of member service experience; at least two years of experience in a financial institution or financial operations environment; previous supervisory or leadership experience. Two years of call center experience preferred.
• Customer Service and Leadership: Excellent member service and conflict-resolution skills; ability to de-escalate difficult situations professionally; ability to lead, motivate, coach, and develop staff to meet service and sales goals.
• Analytical and Organizational Skills: Strong analytical, problem-solving, organizational, time-management, and prioritization skills; ability to analyze data, form recommendations, manage multiple tasks, meet deadlines, and maintain attention to detail.
• Communication and Technology: Strong verbal, written, and presentation skills; excellent computer skills and proficiency with word-processing and spreadsheet software; ability to type 30 words per minute.
• Financial and Systems Knowledge: Ability to perform basic accounting functions; knowledge of Keys Federal Credit Union products and services; proficiency with PSCU software and Ultrafis preferred.
• Other Skills: Ability to work independently and collaboratively, handle confidential information, and maintain a high standard of accuracy. Bilingual ability in Spanish, Creole, or Czech preferred.

Supervisory Responsibility: Yes

General Statement

This job description describes the general nature and level of work performed within this classification. It is not intended to be a comprehensive inventory of all duties, responsibilities, or qualifications required of employees assigned to the position. Management reserves the right to add or change duties.

Keys Federal Credit Union expects employees to conduct themselves with the highest ethical standards and to comply with the Bank Secrecy Act, anti-money laundering requirements, other applicable regulatory laws, and credit union policies. Information security and confidentiality of member information are of the utmost importance. Employees shall not knowingly assist individuals attempting to violate or evade these laws or policies.