Card Services Team Lead - Remote/Hybrid Options

Essential Duties and Responsibilities Possesses thorough knowledge of the resources, services, policies, and procedures of the Credit Union relating to membership and customer services. Researches and analyzes performance of existing products for possible enhancements. Provides recommendations to management for new products or existing product enhancements. Acts as a first level of assistance/contact for all Card Services escalated issues. Assists customers with telephone inquiries; account information, transactions, and problem resolution; and membership eligibility. Monitors call volume, tracks abandon rates and productivity and ensures adequate coverage in support of the phone queues. Mentors and trains Card Services Associates. May assist and support all areas within the Card Services Department. Supervisory Responsibilities Training employees. Planning, assigning, and directing work. Appraising performance. Addressing complaints and resolving problems. Setting an example for staff and coworkers. Reporting violations of policy and security. Projecting a professional image. Promoting total quality service. Creating an atmosphere of member appreciation. Education and Experience Associate degree (A.A.) or equivalent from a two‑year college or technical school preferred. Three to five years of card service experience. One to two years of management‑related experience. Other Skills and Abilities Maintains thorough knowledge of Federal rules and regulations, Reg. E, Reg. Z, and Card Act. Maintains strong skills in Microsoft Office programs such as Excel, Word, and Access. Seeks and attends training classes and seminars pertinent to job duties and career development. Visa quarterly compliance; testing in the areas of PC skills, customer service, quality control, balancing skills, and accuracy. Exhibits sound judgment, decision‑making, problem‑solving, analytical abilities, leadership, business writing, and project management skills. Detail‑oriented and able to handle multiple tasks at any given time. Benefits NASA Federal Credit Union offers an array of benefits including comprehensive healthcare, 401(k), paid leave, remote work options for applicable positions, and more. Insurance coverage begins the 1st day of the month, following 30 days after hire date. 100% Credit Union‑Paid. Salary: $70,000 - $92,500 / Annually 401(k) with employer match up to 6% and immediate 100% vesting Gain sharing bonus (eligibility rules apply) Health Insurance (Choice of two nationwide PPO plans) High‑Deductible Plan: 100% employer contribution toward premium (HSA and FSA compatible) Low‑Deductible Plan: generous employer contribution toward premium (FSA compatible) Dental insurance: generous employer contribution toward premium (HSA and FSA compatible) Vision insurance: generous employer contribution toward premium (HSA and FSA compatible) Long‑term disability insurance Flexible Spending Medical Account (FSA) Flexible Spending Dependent Care Account Health Savings Account (HSA) Voluntary supplemental employee and dependent life insurance Voluntary short‑term disability insurance Remote or hybrid work options based on position Life Insurance/AD&D Vacation leave (excluding Outside Loan Officers) Sick and safe leave 11 paid holidays Education assistance Employee referral bonus Credit Union membership eligible Employee Assistance Program Identity theft protection (additional premiums to add family members) Pet insurance Employee discount program All benefits are based on meeting NASA Federal Credit Union’s eligibility requirements and the carrier’s terms and conditions. #J-18808-Ljbffr