Card Operations Sr Specialist

J  o  b    D  e  s  c  r  i  p  t  i  o  n

THE DETAILS

Job Code:

1766

Grade:

17H

Status:

Non-exempt

POSITION AND PURPOSE

The Card Operations Senior Specialist supports the Card Operations Supervisor by providing advanced operational oversight, subject-matter expertise, and day-to-day leadership within the department. This role serves as a key operational; resource, ensuring accurate and consistent service delivery across both credit and debit card functions through expert execution, workflow coordination, and continuous process refinement. Acting as a technical and operational lead, the Senior Specialist delivers hands-on training, mentors team members, monitors production performance, and supports escalations from both Card Operations Representatives and Specialists. This position plays a critical role in evaluating workflow effectiveness, identifying operational risks, and implementing improvements that strengthen service quality, compliance, alignment, and departmental efficiency. 

In addition, the Senior Specialist oversees internal monitoring activities, supports audit readiness, maintains and enhances departmental procedures in partnership with the Technical Writing team to ensure accuracy, consistency, and regulatory alignment. Through strong analytical capability, operational judgment, and leadership presence, the Senior Specialist contributes directly to member satisfaction, operational accuracy, risk mitigation, and the advancement of departmental strategic goals. This position sets the standard for operational excellence and helps foster a culture of teamwork, accountability, and continuous improvement, across the Card Operations function.

WHO WE ARE

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE

You  lead operational excellence within Card Operations by providing advanced subject-matter expertise, workflow oversight, and day-to-day leadership that ensures consistent, high-quality execution across all credit and debit card functions.

You are a trusted technical and operational leader who mentors and develops team members, manages complex escalations, evaluates production quality, and applies analytical insight to identify risks, improve processes, and maintain audit readiness.

You collaborate strategically across departments and with vendors to align operational execution with enterprise goals, support system enhancements and projects, translate performance insights into actionable improvements, and set the standard for accuracy, compliance, and continuous improvement.

THE WORK

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Serve as a lead resource and mentor for Card Operations staff, providing advanced training, guidance, and subject matter support on policies, tools, procedures, and best practices across all credit and debit card functions.

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Provide escalation support for complex operational workflows and high-risk member services issues, ensuring timely, accurate, and policy-aligned resolutions while maintain operational continuity.

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Monitor daily production activities, assign and balance workloads, evaluate output for quality and compliance, and ensure adherence to performance expectations, services levels, and departmental controls.

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Partner with the Technical Writing team to research, develop, enhance, and maintain departmental procedures, ensuring documentation us current, compliant, accessible, and aligned with operational and regulatory standards.

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Collaborate with the Senior Specialist peer (Credit or Debit counterpart) to ensure alignment on operational practices, workflow improvements, training approaches, team engagement strategies, and overall consistency across card functions.

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Support Card Operations Administration and leadership teams on project execution, including operational readiness, test data preparation, impact analytics, and rollout of new functionality, tools or process.

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Conduct internal audits, targeted reviews, and ongoing monitoring activities, investigating out-of-balance conditions and complex discrepancies within credit and debit general ledger accounts and recommending corrective action.

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Ensure strict adherence to security, privacy, and confidentiality protocols, reinforcing standards related to cardholder data protection, access controls, and regulatory/compliance requirements.

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Lead or support system testing, validation, and production verification for platform updates, network changes, vendor enhancements, and issue remediation efforts.

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Identify operational gaps, analyze root causes, and recommend or implement improvements.

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Assist in developing and maintaining credit and debit card policies, procedures, and process documentation.

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Maintain up-to-date knowledge of card operations, industry regulations, security standards, and internal compliance expectations.

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Support employee performance through coaching, feedback, and skill development recommendations.

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Participate in internal and external training programs to build expertise across all card products.

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Utilize operational tools and platforms including Client Central, DataSafe, Verafin, LoansPQ, eSign+, CW3, and Microsoft Office (excluding Excel).

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Perform other duties as assigned.

QUALIFICATIONS

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H.S. Diploma or General Education Degree (GED) required

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Bachelor’s Degree in business administration, Finance, or a related field; OR an equivalent combination of education and related work experience required

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5+ years in credit/debit card operations OR financial services. required

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5+ years of customer service experience, ideally in banking, call center, or financial operations required

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Strong verbal, written, and interpersonal communication skills.

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Ability to lead others, manage priorities, and resolve complex operational issues.

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Proficiency with card systems and technical tools supporting financial services.

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Detail-oriented, analytical, and capable of working independently or within a team.

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Ability to handle sensitive and confidential information with professionalism.

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None required

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Takes Initiative - Owns tasks and responsibilities 

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Delivers Results with Agility - Meets deadlines and adapts

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Collaborates Across Teams - Works well within the team Solves Problems Proactively

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Handles day-to-day challenges Builds Trust and Credibility - Demonstrates reliability 

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

Accounting, Department staff, Branch Staff, Fraud, Loan Services, Member Care, Lending, Product, Technical Writing, Contact Center, Records, Business Member Support, IT, and Payment Services Operations.             

EXTERNAL:

Members, processors, vendors, peer credit card operators.

WORKING CONDITIONS

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

PHYSICAL REQUIREMENTS

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

DECLARATION/ACKNOWLEDGEMENT

This job description outlines the essential functions and physical/mental requirements necessary to perform this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.