Benefits:

401(k)

401(k) matching

Competitive salary

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Training & development

Vision insurance

Our client located in South Boston is looking to hire a Member Service Operations Manager on a direct hire basis. This position is on site so you must be comfortable with commuting to the location on a daily basis. This position is newly created so they are looking for someone with management experience. This is a smaller credit union that has been established for over 100 years. Must have CREDIT UNION or BANKING EXPERIENCE.

JOB TITLE: Member Service Operations Manager

The Member Services Operations (MSO) Manager is responsible for assisting in overseeing the daily operations of the department; focusing on member service standards, meeting organizational goals, and maintaining positive and professional relationships with members, peers, staff, and vendors. Monitor new plans and procedures to enhance operating efficiency. Assist in short-term and long-term service delivery and business objectives for the department. The department functions consist of EFT processing which includes ACH, Share Draft, Wires, and Mobile Banking, ATM, and Debit Card programs including claims, disputes, and settlement of transactions and other EFT processing and MSO-related account issues. Determines and directs daily workflow and activities of staff.

KEY RESPONSIBILITIES: (Includes but not limited to)

· Assist in overseeing daily activity related to ACH, Wires, Share Draft processing, Stop payments, and ACH Disputes.

· Oversee credit, debit, and ATM card program workflow including claim dispute evaluations and settlements to bring efficiencies to assure quality member service.

· Responsible for creating, analyzing, and monitoring data to recognize fraud trends and alerts with a focus on minimizing card fraud loss.

· Assist in managing inventory of plastic cards for credit union.

· Manage vendor relationships related to ATM/Debit cards, maintain working knowledge of network-supported changes and industry requirements, review all card disclosures to ensure compliance with MasterCard International rules and guidelines, and analyze vendor and internal reports to determine the performance of plastic card programs.

· Handle escalated research and adjust accounts as needed. Serve as backup support for staff as needed.

· Administer department tasks and workflows.

· Foster all team culture within the department by providing open lines of communication and cooperation between all areas.

· Cultivate strong working relationships and build trust among team members.

· Monitor departments’ policies and procedures to ensure they comply with all Federal, State, and network rules and regulations. Develop expertise, and maintain internal controls of the various systems, implementing changes as needed to ensure efficient workflow. Maintain appropriate operating controls to mitigate risk.

· Maintain a working knowledge of Record Retention regulations to assist in complying with record retention policy.

· Administer restrictions on member accounts reported on the system.

· Assist in investigating, troubleshooting, and responding to inquiries, requests, and member complaints received for the department.

· Maintain industry knowledge of ACH, share drafts, and other processes related to Payment Systems, including the NACHA Operating Rules and Guidelines; ensure compliance with all state, federal, and NCUA regulations and laws. Maintain sensitive and confidential information; exercise tact and diplomacy in dealing with susceptible, highly sensitive, complex, and confidential issues and situations.

Ensures daily deadlines are met by identifying out-of-balance conditions and other exceptions to processing including GL reconciliations.

Assures Regulation D, CC, and E compliance and monitors any exceptions.

· Schedule regular staff meetings, and encourage staff development and ongoing support for talent management in the assigned area by providing one-on-one coaching, cross-training programs where possible, and guidance to staff to enable them to achieve extraordinary performance. Hire, supervise, coach, develop, and regularly review the performance of direct reports to ensure assigned areas are operating efficiently and reliably.

· Assist as needed for backup support for staff as needed.

· Assist in employee overall performance, and monitor attendance and punctuality including annual appraisals.

· Maintain knowledge of related NACHA rules, Regulation E and D, Bank Secrecy Act, NCUA rules and regulations, and other government regulatory agencies.

· Provide monthly detailed departmental activity reports, staff productivity, and measuring department standards, Verify and ensure all time off requests are approved and all hours are correct and properly coded in the HR system including employee overall performance and annual appraisals.

· Serve on committees and partner across the organization to implement improvements in processes.

MasterCard debit card disclosures and ensuring compliance with MasterCard International rules and guidelines, Massachusetts State By-Laws, and regulations.

· Ensures departments’ policies and procedures comply with all Federal, State, and network rules and regulations, develops expertise, and maintains internal controls of the various plastic card systems, maintains sensitive and confidential information; exercises tact and diplomacy in dealing with highly sensitive, complex and confidential issues and situations, maintains appropriate operating controls to mitigate risk. Knowledge of Bank Secrecy Act, MasterCard rules, NCUA rules and regulations, and other government regulatory agencies.

· Perform other related duties as requested and special projects as assigned

REQUIREMENTS

· Bachelor’s degree required or equivalent working experience

· Minimum five years’ experience working in a financial services

· Minimum three years’ experience in management or leadership role

· Effective organizational, problem-solving, and multitasking skills.

· Demonstrates ability to communicate written and verbal skills.

· Strong qualitative and quantitative analytical skills.

· Requires independent thinking

· Requires excellent leadership skills.

· Ability to lead a diverse project team, manage multiple project tasks concurrently, and effectively coordinate and control cross-functional implementation plans.

· Possess a strong sense of urgency. Effectively sets priorities, allocates resources, takes accountability, and achieves results.

· Proficiency in Microsoft Office Suite.

· Highly ethical.

Compensation is based upon experience, range is $80k-110k plus a full benefits package.

If you are interested in this Member Services Operations (MSO) Manager position located in South Boston, and are qualified, please apply!

Our client is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. The management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.