Job Description

Job Location Albuquerque, NM 87109 Position Type Full Time Education Level Bachelor's Degree Job Shift Day Job Category Banking

Location: Albuquerque, NM 87109

Schedule of Work: (not a remote or hybrid position)

- Monday to Friday: 8:30 AM to 5:30 PM

- Saturday: 8:30 AM to 1:30 PM

Please note that this schedule is subject to change as needed.

As a valued full-time team member, you'll enjoy fantastic benefits that promote your health and well-being:

• Comprehensive Medical, Dental, and Vision Insurance
• Paid Short-Term Disability, Life Insurance, and AD&D
• Holiday Pay, Vacation, Birthday, Floating Holiday & Sick Leave
• Tuition Reimbursement for Professional Development
• 401(k) Plan with Employer Match
• Pension Plan for Long-term Security
• Exciting Opportunities for Career Advancement

Overall Job Purpose

At Sandia Area, every position plays a vital role in fulfilling our mission to deliver high-value banking and lending services that strengthen the financial well-being of our members and community. Each team member is expected to embody our core values of Service, Sustainability, Efficiency, Trust, Stewardship, and Growth, contributing to our vision of empowering lifelong achievement through better banking. While specific responsibilities vary by role, every position carries universal expectations aligned with its level of responsibility and authority across the organization.

As a Supervisor at Sandia Area, you play a key role in guiding and supporting your team to achieve operational goals and deliver exceptional member experiences. You are responsible for fostering a culture of trust and accountability while ensuring team alignment with the organization’s mission, vision, and values. By mentoring staff and addressing day-to-day challenges, you contribute to a workplace environment that promotes collaboration, service excellence, and long-term success.

Reporting directly to the Director of Support Operations, the Card Services Supervisor is responsible for overseeing the day-to-day operations of Card Services and Dispute/Fraud workflows. This includes card processing, maintenance, fraud monitoring, chargeback/dispute processing, GL reconciliation, and support of card-related projects and system updates. This role provides hands-on leadership to staff, ensures compliance with chargeback regulations and network rules, and maintains operational accuracy and efficiency. The Supervisor is a key subject matter expert supporting Visa/Mastercard network rules, vendor relationships, fraud mitigation strategies, and cross-department training.

Duties and responsibilities

Leadership & Team Management

• Lead by example, reinforce, and consistently uphold Sandia Area’s Values: Service, Sustainability, Efficiency, Trust, Stewardship, and Growth.
• Contribute to leading a high-performing team; monitor performance targets, foster a culture of continuous improvement, encourage innovation, learning, and adapting best practices to optimize performance.
• Provide leadership, coaching, and mentorship to employees, fostering a positive and high-performing team environment.
• Oversee day-to-day operations and ensure alignment with departmental and organizational objectives.
• Assist in the recruitment, interviewing, and hiring process, ensuring candidates align with the credit union’s mission, values, and service culture.
• Support the onboarding, training, and development of new hires, fostering a positive and growth-oriented work environment.
• Directly supervise staff with the goal of enhancing professional development and personal growth.
• Develop staffing plans and schedules to ensure effective coverage and team balance.
• Assist the Director in planning and implementing operational enhancements or new card-related initiatives.

Department Operational Support

• Oversee card issuance, maintenance, instant issue, hot-carding, transaction adjustments, and network updates.
• Manage dispute and fraud claim processing, ensuring compliance with Visa/Mastercard, Reg E, and internal timelines.
• Oversee GL reconciliation related to settlement, interchange, disputes, chargebacks, fraud, and card processing expenses.
• Monitor assigned queues and workflows against established service-level metrics (timeliness, accuracy, rework), escalating risks or backlogs to leadership as needed.
• Support daily and monthly operational balancing activities by researching posting discrepancies, transaction exceptions, and timing differences in coordination with Accounting. Partner closely with Accounting on daily, monthly, and ad hoc balancing activities, including investigation of out-of-balance conditions, settlement variances, and system-to-GL discrepancies.
• Partner with leadership on operational readiness activities, change impact, and rollout support for new services or enhancements. Foster collaboration with member-facing teams to create an inclusive and supportive service environment.
• Monitor card transaction activity, trends, alerts, and risk indicators—escalating anomalies to management promptly.
• Recommend and initiate mitigation strategies, including blocks, velocity limits, and cardholder support actions.
• Serve as a subject matter expert and internal consultant to branch staff, MCC, Accounting, IT, and Digital Services.
• Support projects related to card platforms, vendor upgrades, product enhancements, tokenization, digital wallets, BIN changes, system patches, and testing.
• Troubleshoot card processing issues, network errors, fraud alerts, or vendor system problems with urgency.

Compliance & Policy Adherence

• Ensure adherence to Visa/Mastercard rules, Reg E, Reg Z (for credit), BSA/OFAC, and all applicable state/federal regulations.
• Maintain accurate documentation and case management for all disputes, adjustments, and chargeback processing workflows.
• Support implementation of controls to reduce operational losses and exposure. Support in completing monthly charge off reporting

Expectations of all Sandia Area employees

• Demonstrate a strong commitment to upholding the organization’s mission, vision, and values in all interactions and responsibilities.
• Represent the credit union with professionalism, integrity, and ethical conduct at all times.
• Maintain a thorough understanding and strict adherence to credit union regulations, compliance requirements, policies, procedures, and operational guidelines.
• Consistently meet deadlines as assigned while ensuring accuracy, efficiency, and adherence to quality standards.
• Foster a positive and supportive environment for both members and employees, ensuring interactions align with the credit union’s mission and service philosophy.
• Adhere to all regulatory and compliance policies, upholding the highest standards of security, confidentiality, and ethical financial practices in all interactions.
• Maintain the confidentiality and security of information, records, and sensitive data, in compliance with credit union policies and regulatory requirements.
• Adapt to evolving responsibilities, taking on additional duties as assigned to support the success of the organization.
• Demonstrate a commitment to continuous learning, professional development, and staying informed on industry trends and best practices.
• Willing to undergo background and credit checks as required by federal and state regulations.
• Understand and comply with all policies, procedures, and legal guidelines, including adherence to the Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), and other applicable financial regulations.

Qualifications

Knowledge, Skills, and Abilities (KSAs)

• Expertise in card processing operations, card network rules, chargeback processes, and support of fraud mitigation. with a requisite understanding of financial institution operations.
• Ability to analyze dispute trends and card activity to make informed operational decisions.
• Excellent interpersonal, communication, and leadership skills to convey goals, set expectations, provide feedback, and inspire and develop teams.
• Strong leadership, time management and organizational skills, with the ability to prioritize tasks, manage multiple responsibilities, and adapt to a fast-paced environment.
• Ability to analyze data and metrics to drive team performance and efficiency.
• Willingness to engage in difficult situations using outstanding interpersonal skills and emotional intelligence.
• Passionate about teamwork and having a positive influence on others; ability to work independently and demonstrate attention to detail.
• Proactive in seeking professional growth, embracing both formal and informal development opportunities, and demonstrating adaptability to new responsibilities.
• Team-oriented with a strong collaborative mindset, actively supporting team members and contributing to a positive and high-performing environment.
• Proficient in Microsoft Office, including Outlook, Word, Excel, and PowerPoint.
• Ability to perform essential functions, including the ability to lift up to 10 lbs. as needed.

Minimum Education and Experience Requirements

• Bachelor's degree in related field.
  • Directly related experience, in addition to minimum years required, may be considered as a substitution.
• Four (4) year(s) of applicable experience required with progressive responsibilities in a leadership capacity.
• Four (4) or more years of progressive experience in deposit operations, payments operations, electronic services, or related operational roles; senior-level experience preferred
• Prior financial institution experience required.

*** Please submit an employment application to www.sandia.org/careers ***

Sandia Area Federal Credit Union (SAFCU) is an Equal Opportunity Employer.

SAFCU provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.