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Sandia Area Federal Credit Union · 2 days ago

CARD SERVICES SUPERVISOR

Albuquerque, NM 87109

Full-time

Onsite

Mid, Senior Level

4+ years exp

Sandia Area Federal Credit Union is dedicated to delivering high-value banking and lending services that enhance the financial well-being of its members and community. The Card Services Supervisor will oversee the day-to-day operations of Card Services and Dispute/Fraud workflows, ensuring compliance and operational efficiency while mentoring staff and fostering a positive team environment.

BankingFinancial ServicesNon Profit

Responsibilities

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

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

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

Qualification

Card processing operationsFraud mitigationLeadership skillsData analysisMicrosoft OfficeInterpersonal skillsTime managementOrganizational skillsTeam-orientedEmotional intelligence

Required

Bachelor's degree in related field

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

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