Monitors/measures workload, quality of output, quantity of output, and overall performance of the Credit Card Services Team and adjusts resources and/or processes when appropriate. |
Ensures all Credit Card processes are administered in a timely and accurate manner to meet the business requirements of the channel. These duties include, but are not limited to; verification of all new Credit Cards created, adding or removing joint/authorized users, daily error resolution, balance transfer requests, payments reconciliations, report validations, and quarterly billing input. |
Provides performance coaching when necessary, and conducts employee performance reviews. |
Serve as a subject matter expert on Credit Card management tools and systems used to identify and investigate all credit card activity including fraud. |
Provides and/or requests relevant cross-training and back up support for team members to assist in their development and ability to meet team goals as well as for career path skill sets. Completes performance evaluations and reviews and approves/denies time off requests. |
Must work effectively by partnering with the Seniors, Supervisors and staff within the work unit to promote a smooth and effective production environment. Key focus points include process improvements to promote an efficient workflow, contingency planning/testing, system upgrades/enhancements/testing, cross training staff, creating and updating functional procedures, interacting with partner vendors and industry players, etc. |
Schedules team across rotating shifts to assure adequate coverage to support the efficient operations of the Credit Card team and other business units, to include coverage for extended hours. |
Serves as the subject matter expert analyst within Credit Card Services as a team member regarding specific departmental functions working with other Supervisors and Seniors. |
Serves as a knowledgeable resource for staff as well as responding to member and front line inquiries, interpreting and communicating various product policies and procedures, applicable laws, standards and government regulations. |
Must acquire and maintain a working knowledge and best industry practices of applicable policies-procedures, laws, audit practices and regulations to effectively lead the staff assigned in adherence while performing operational functions. Some examples of governing laws and regulations include: Regulation Z Credit Card Act, Truth in Lending, Bank Secrecy Act, etc. |
Proficiently and independently delivers various functional services in support of products within the work unit. These services are directly to, and on behalf of, Tower members and internal partners covering products that include credit card accounts, general ledger and daily settlements including associated wires, exception processing and research for resolution, card branding, new member services, etc. |
Independently leads and schedules daily processing ensuring that all production deadlines and agreements are met. Assists with system events, card compromises, payments issues, special initiatives, etc. by researching and fulfilling requests that protect our members and Tower. To do so, the incumbent must be aware and proactively maintain current knowledge of industry best practices and environmental events impacting our environment as well as other activities within unit. |
Maintains due diligence procedures to ensure accurate and timely daily production and adherence to audit requirements given zero tolerance for data integrity and external deadlines to ensure organizational compliance throughout the year based on deadlines dictated by the Federal government and other official entities as well as for all products and services in unit. |
Participates as a Subject Matter Expert and at times a team member in support of Action Items, projects, process improvements and special initiatives where functional expertise is required for overall success of the initiative. |
Monitors individual team member service levels against the performance level standards set forth by Management and makes recommendations for coaching and corrective action as necessary to the Manager, Credit Cards Operations. Provides instruction and coaching in one-on-one or group situations with employees to assist in development. |
Participates and assists Manager in the selection and hiring process. Attends interviews and makes recommendations to Manager for hiring. Establishes Individual Development Plan (IDP) with Manager to help personnel adjust and acclimate to environment including any organizational changes and Tower’s culture |
Acts as liaison between members, Information Systems, our website provider, and any other third party vendor/provider dealing with Tower’s Credit Cards Services to provide members with timely and satisfactory service. |
Assures the physical security of Credit Cards Operations including securing confidential records. |
Performs administrative duties for Credit Cards Operations systems to include report generation, maintenance of security requirements and procedures. |
Services, tests and maintains Credit Card applications to ensure accuracy, security and appropriate resolution of member and operational problems through research and communications with third parties. Assists Manager, Credit Card Services in reviewing release notes for all the programs and making any necessary changes to system and procedures based on updates, and communicating changes to end users. |