Card Services Supervisor

Card Services Supervisor

Debit Cards Department

Position Summary

The Card Services Supervisor is responsible for overseeing the daily operations of the Card Services team, ensuring efficient processing of debit and credit card activities, ATM network support, and fraud/dispute resolution. This role provides leadership, coaching, and operational oversight to ensure compliance with credit union policies, regulatory requirements, and service standards while delivering an exceptional member experience.

Essential Duties and Responsibilities

Team Leadership & Supervision

• Supervise and support Card Services staff, ensuring productivity and high-quality performance.
• Provide coaching, feedback, and performance management, including goal setting and development plans.
• Ensure staff are properly trained and cross-trained to maintain operational continuity.
• Foster a collaborative, accountable, and service-focused team environment.

Card Services Operations

• Oversee daily processing of debit/credit card operations including card issuance, maintenance, and exception handling.
• Support ATM and network-related service needs.
• Ensure timely and accurate completion of all functions.
• Identify and implement process improvements.
• Liaise with card services vendors to ensure optimal service delivery and resolve any issues that arise.
• Support and assist in the preparation of card inventory and budget.

Member & Internal Support

• Serve as escalation point for member and internal inquiries.
• Resolve complex issues within authority.
• Collaborate with cross-functional teams.

Fraud & Disputes Oversight

• Oversee fraud monitoring, investigations, and cardholder dispute resolution.
• Ensure compliance with network rules and regulatory requirements.
• Support escalation of complex cases.

Compliance & Risk Management

• Ensure adherence to internal policies and regulatory requirements (BSA/OFAC).
• Maintain and update procedures.
• Support audits.

Process Improvement & Reporting

• Analyze operations and recommend improvements.
• Track performance metrics and trends.
• Support system enhancements.

Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

Minimum Qualifications

Three years to five years in card services or payment operations or similar or related experience, including preparatory experience. Supervisory experience preferred.

A high school degree or equivalent. Bachelor's degree preferred but not required.

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.

Communications may involve motivating, influencing, educating and/or advising others on matters of significance.

Typically includes subject matters experts as well as first level to middle managers.

Other Skills:

• Knowledge of card operations, ATM networks, and disputes
• Understanding of fraud prevention practices
• Strong leadership and communication skills
• Analytical and problem-solving abilities
• Ability to balance risk and member experience

Do you want to be valued as an employee?

Employees are Meriwest's most valuable resource. We are committed to removing barriers to access and enhancing opportunities for all individuals based on merit and potential. We provide competitive wages and a supportive environment that promotes career advancement. Meriwest utilizes a grading system to determine salary ranges for all positions. Each grade is assigned a salary range which consists of a minimum, midpoint, and maximum rate. The Card Services Supervisor position is a Grade 11.

• Target Range: $42.55 to $53.19*
• The target range for entry in a new position is between the minimum and midpoint of the range, depending on experience and qualifications.

We also offer an excellent, fully comprehensive benefits program, including:

• Medical/Dental/Vision on the first day of employment for full-time employees
• Free Long Term Care Insurance for employees
• Tuition Reimbursement/Student Loan Repayment Plan
• Pension Plan/401K
• Bonus and incentive potential
• Generous Paid Time Off (PTO)/Holiday program
• Career growth support and planning programs
• In-house fitness center
• Discounts on new Mortgage after 6 months of employment

Meriwest is an equal opportunity employer that is committed to inclusion and diversity. All qualified applicants will receive consideration for employment. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics