Lead Card Specialist

At MAX Credit Union, our culture is built on simplicity, integrity, and hospitality. As a Card Services Lead, you’ll be the trusted expert who ensures smooth, secure, and compliant card operations while guiding a team to deliver exceptional service. Whether resolving complex card issues or driving process improvements, you’ll embody our commitment to making banking easy, honest, and personal.

• Comprehensive health and dental coverage
• 200% employer 401k match!
• Access to pharmacy and wellness programs
• Supportive work environment with recognition for outstanding service
• and more!

The Card Services Lead plays a critical role in supporting the efficient and compliant operations of the Card Services Department. This individual serves as a subject-matter expert and technical resource for all card-related products and services, ensuring operational accuracy and regulatory compliance while fostering continuous improvement. The Lead leads a team of specialists with a focus on task ownership, quality assurance, and process optimization.

• Serves as a knowledge leader by demonstrating full proficiency in all Card Services tasks.
• Maintains in-depth knowledge of MAX Credit Union card programs, ATM services, network rules, and processing protocols.
• Acts as the primary point of contact for complex card-related inquiries and escalates as needed to resolve issues thoroughly and accurately.
• Oversees and resolves card transaction disputes, limits, and exception handling with a focus on risk mitigation and member satisfaction.
• Monitors and manages open tickets, service requests, and interdepartmental escalations, ensuring timely resolution and documentation.
• Coordinates and verifies daily reconciliation, file transmission reports, and third-party system integrations, promptly identifying and reporting discrepancies.
• Manages inventory levels for card stock and insert materials; coordinates with vendors to forecast needs, place orders, and monitor delivery timelines.
• Tracks vendor performance and escalates service issues appropriately to maintain uninterrupted member service delivery.
• Maintains and assigns secure access credentials for credit union systems based on role permissions and audit readiness.
• Conducts audits and prepares required reports, identifying trends, anomalies, or control gaps for leadership review.
• Serves as backup to the supervisor or manager during absences or peak volume periods.
• Provides performance feedback and supports management in performance reviews.
• Approves timecards and time-off requests in coordination with management. Helps develop or adjust work schedules to meet operational needs.
• Trains new hires and existing team members on systems, procedures, compliance requirements, and best practices, ensuring consistent application of policies and procedures across the team.
• Leads or participates in departmental Continuous Improvement initiatives by identifying inefficiencies, documenting procedures, and implementing updated processes.
• Identifies and escalates risk or compliance concerns to appropriate leadership.
• Performs duties independently with minimal supervision while maintaining a high level of accountability.
• Promotes member-first mindset.
• Upholds core values and builds team member and customer relationships.
• Completes all training as required.
• Performs other duties as assigned.

Mid-Senior level

Full-time

Information Technology