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About Patelco Credit Union:
Patelco Credit Union is an Equal Opportunity Employer: disability/veteran
We’re here to help people in communities throughout Northern California build financially healthy lives. We do this by being attentive and partnering with our members to understand what is financially best for them. We thrive on change, and we put people first. If you’re looking to use your skills and knowledge to make a difference in the lives of others, we look forward to hearing from you.
Patelco Credit Union is a not-for-profit credit union committed to serving the financial health and wellbeing of its membership. With more than 400,000 members primarily in and around northern California, Patelco is committed to improving their members’ financial well-being and fueling hope and opportunity for its members by offering personalized solutions, advice, and expertise that empower them to achieve personal financial freedom. Founded in 1936 with $500 in assets by employees of the Pacific Telephone and Telegraph Company, Patelco is in the top one percent of U.S. credit unions with more than $8 billion in assets.
Overview:
In this role, responsibilities include managing a team of approximately 8-12 Card Operations and Claim Specialists and supervisor. Job responsibilities include: training, motivating, coaching, developing and evaluating all aspects of employee and supervisor performance; and delivering an exceptional member experience through continued process and procedural improvements.
Responsibilities:
- Manage individual, team and Supervisor performance metrics including productivity, attendance, quality service, and all administrative functions
- Maintain a strong understanding of state and federal laws, regulations, and compliance standards
- Remain up to date on compliance training and personal growth and development plan
- Handle escalated calls/correspondence
- Ensure timely processing of dispute claim intake/provisional credits/chargebacks/case management
- Develop and motivate staff
- Forecast and manage card inventory, claim and call volumes
- Build and maintain partnerships with cross functional leaders to collaborate to meet Credit Union’s overall objectives
- Assist in the preparation of annual department budget and planning. Ensure department’s adherence to budget requirements
- Monitor vendor performance and standards; conduct due diligence review
- Ensure appropriate staffing to meet the needs of our members and claim volume by channel. Hours may vary, including Saturdays
- Responsibility for all aspects of Card Operations team
- Adhering to and upholding the Patelco Credit Union’s core values at all times
- Lead process improvement and other projects as a subject matter expert identifying opportunities and risks, service and operating requirements, and ensuring readiness of proposed changes.
Qualifications:
- Minimum 5 years previous management experience in the credit card processing, claims processing and card operations practices
- Bachelor’s degree in business related discipline or equivalent work experience (preferred)
We Offer:
- An inspiring career that benefits both you and your community
- Competitive compensation packages with bonus opportunity
- Full Medical/Dental/Vision benefits with minimal eligibility waiting period
- Generous 401(k) with 3% Safe Harbor and 5% employer match
- Discounts on loan products
- Tuition Reimbursement
- Onsite Fitness Center at HQ and rewards for healthy habits
- Close proximity to BART, restaurants and shopping
Patelco Credit Union is an Equal Opportunity Employer: disability/veteran
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