Job Description

Coaches team to reach department and Credit Union goals. Effectively manages and completes special projects. Ensures member satisfaction through courteous, accurate, and efficient service.

Duties and Responsibilities

• Supervise daily Card Services operational functions, including transaction posting, balancing, reconciliation, file maintenance, card production, inventory management, settlement processes, and regulatory compliance activities.
• Oversee the day-to-day servicing and support of ICCU card and ATM products, including Visa Concierge, Visa 3D Secure, cash advance terminals, card processing networks (Visa, STAR, PLUS, and CO-OP), ATM operations, Instant Issue, card system performance, rewards programs, Card Controls, and other support services.
• Support team initiatives that promote operational efficiency, service enhancements, compliance, and continued growth of ICCU's payment channels.
• Collaborate with Fraud, Risk, Compliance, Dispute Resolution, and other applicable teams to identify, escalate, mitigate, and manage card, ATM, and other related fraud and security risks.
• Monitor operational reports, transaction activity, service levels, and performance metrics to identify trends, improve efficiencies, and support team goals and objectives.
• Maintain a strong working knowledge of Regulation E, PCI-DSS requirements, Visa rules, network regulations, and other applicable laws, regulations, policies, and procedures.
• Assist with vendor and business partner relationships for Card Services operations, including issue resolution, service support, and periodic reviews to ensure service expectations and operational standards are met.
• Assist with team projects, system implementations, testing efforts, and process changes to support operational and organizational objectives.
• Effectively hire, train, coach, and develop team members; provide ongoing performance feedback; complete annual performance appraisals; and support team member Strength Development Plans.
• Continuously improve the team's service, quality, productivity, and support levels provided to internal teams and our members.
• Additional duties and special projects as assigned.

Education and Experience

Bachelor’s degree and 1-3 years managerial or financial institution experience preferred. Prior mortgage industry experience preferred. Ability to work with other managers in Operations to reach department goals. Excellent communication and interpersonal skills. Capable of always maintaining the confidentiality of Credit Union and member records.

Performance Standard

Manage Card Services ensuring a positive environment. A demonstrated cooperative and positive attitude toward members and other Credit Union staff. Dedicated to serving our internal members and holding team accountable for the Credit Union’s service standard. Be able to analyze portfolio data and adjust to meet growth goals. Professional in appearance, attendance, quality, and quantity of work performed. Must be willing to comply with the Bank Secrecy Act and USA Patriot Act as implemented by ICCU.

Physical Requirements

• Ability to perform tasks requiring manual dexterity, such as processing paperwork, typing, filing, and handling cash.
• Prolonged periods of sitting or standing, as required by job duties.
• Occasionally lift and move items weighing up to 20–40 pounds (e.g., copy paper, cash drawers, marketing materials).
• Frequent repetitive motions involving wrists, hands, and fingers (e.g., typing, data entry).
• Ability to reach and operate keyboards and other standard office equipment.
• Operate basic office machines and technology, including computers, calculators, telephones, and multifunction printers.

Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

This role offers benefits, including:

• Competitive Pay
• Medical, Dental, & Vision Insurance
• Generous Paid Time Off
• Paid Holidays
• Matching 401K AND Pension
• Tuition Reimbursement
• Employee Assistance Program
• Employee Wellness Program
• Paid Group Life and Disability Insurance
• Awesome Culture
• And More

The above statements reflect the general details considered necessary to describe the essential functions of the job and should not be construed as a detailed description of all the work requirements that may be inherent of the job.

Must be eligible for membership at ICCU to obtain employment.

ICCU is an Equal Opportunity Employer. Employment decisions are based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by law.