Card Operations - Card Operations Sr Specialist

Job Title: Card Operations Sr Specialist
Status: Non-exempt
Reports to: Supervisor - Card Operations
Department: Card Operations
Job Code: 1766
Pay Range: $25.40 - $27.00 Hourly

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.

WHAT YOU'LL DO:

• 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.
• Provide escalation support for complex operational workflows and high-risk member services issues, ensuring timely, accurate, and policy-aligned resolutions while maintain operational continuity.
• 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.
• 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.
• 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.
• 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.
• 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.
• Ensure strict adherence to security, privacy, and confidentiality protocols, reinforcing standards related to cardholder data protection, access controls, and regulatory/compliance requirements.
• Lead or support system testing, validation, and production verification for platform updates, network changes, vendor enhancements, and issue remediation efforts.
• Identify operational gaps, analyze root causes, and recommend or implement improvements.
• Assist in developing and maintaining credit and debit card policies, procedures, and process documentation.
• Maintain up-to-date knowledge of card operations, industry regulations, security standards, and internal compliance expectations.
• Support employee performance through coaching, feedback, and skill development recommendations.
• Participate in internal and external training programs to build expertise across all card products.
• Utilize operational tools and platforms including Client Central, DataSafe, Verafin, LoansPQ, eSign+, CW3, and Microsoft Office (excluding Excel).
• Perform other duties as assigned.

QUALIFICIATIONS AND PREFERENCES:

• H.S. Diploma or General Education Degree (GED) required
• Bachelor's Degree in business administration, Finance, or a related field; OR an equivalent combination of education and related work experience required
• 5+ years in credit/debit card operations OR financial services. required
• 5+ years of customer service experience, ideally in banking, call center, or financial operations required

WHY JOIN US:
Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

Please view the full job description detailing the complete list of duties and expectations for this role by clicking or copying this URL into your browser:

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.

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Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.