Supervisor, Case Management (Account Recovery)

Join the people helping people.

For people drawn to serving others through their work, PSCU is a place to thrive, as we serve our credit union members best by taking care of each other first.

PSCU is a proud recipient of the 2023 Gallup Exceptional Workplace Award and has been named to the Forbes list of America’s Best Midsize Employers 2023! These recognitions reflect the strength of our culture and core values, which help PSCU grow, evolve and foster a highly engaged workforce.

If you want to help shape an industry, challenge yourself, and invest in your own future, this is the place for you. PSCU is a highly accessible environment where you’re empowered to think on your feet, work from your heart, and discover the very best version of your professional and personal self. “Our Momentum. Your Moment.”

This application is the first step in seizing your moment.

• Processing 1st stage Credit Card Fraud Chargebacks strongly preferred
• Flexible Shift options available Mon- Fri 6am to 8pm- ideal applicant will be able to cover core hours Monday - Friday 8am to 5pm EST
• Salaried role based on experience + Annual Performance bonus
• Remote Role supporting Account Recovery Team

The basic function of this position is to oversee the day-to-day operations of the fraud/non-fraud recovery teams ensuring service excellence is achieved and delivered to credit unions and their members. The incumbent will ensure the team maintains SLA, perform within department quality standards and continually identify and implement process efficiencies to enhance productivity and quality. This position will be the primary point of contact to respond to fraud/non-fraud related issues raised by employees and other departments, ensuring timely resolution of their inquiries and requests. The incumbent will regularly meet with their team members, provide coaching and mentorship, identify training and development opportunities and implement measures to drive employee engagement.

Essential Functions & Responsibilities

• Maintain awareness fraud/non fraud trends and keep upper management aware of any ongoing issues.
• Using sound judgement, oversee, analyze and respond to escalated cardholder and credit union calls/emails/mail within departmental SLA’s or on demand when necessary.
• Oversee departmental training needs and coordinate departmental training of employees while maintaining departmental workflow and SLA’s.
• Maintain quarterly audit for staff access to internal and external applications used to process fraud/non-fraud disputes.
• Establish monthly, quarterly and annual employee performance reviews. Review with department manager employee performance, personnel action plans, future team development ideas/action plans.
• Responsible for the interviewing, hiring/dismissal, onboarding /off-boarding of permanent and temporary employees for the department.
• Leader for departmental employee engagement opportunities.
• Hold regular department meetings to keep staff updated on changes to department processing/association updates as well as onboarding and or de-converting credit unions.

Case Management Supervisor for Account Recovery- Provide oversight and direction to Case Management Lead for department work assignments and priorities.

• Monitor fraud/non-fraud case queues to ensure quality standards are met as they relate to credit and debit card compliance ; exception service levels for turn time ; standard service levels for standard and special handling credit unions; accuracy of closure reports.
• Monitor daily and monthly quality scores to ensure department quality standards are met and exceeded; provide feedback to employees regarding their quality audits and how they can maintain/improve their scores.

Additional Functions-

• OTHER RESPONSIBILITIES Monitor ticket activity to ensure adherence to SLAs.
• Workcase Team support- Provide oversight and direction to Workcase Rep Lead for prioritizing department work assignments.
• Notify internal contacts on sensitive issues, recommended client procedures and new product developments.
• Monitor ticketing systems, email queues, phone queues and all response channels to ensure established department service levels and escalation response times are met. Oversee department quality and adherence to procedures as well as providing timely feedback to employees regarding their daily activities and adherence to SLA’s.
• Attend onboarding calls with credit unions to provide fraud/non-fraud, credit/debit process flows as needed.
• Provide feedback to employees regarding their daily production and quality and provide guidance for how they can maintain/improve their scores.
• Relationship Team support- Provide oversight and direction to Relationship Lead for department work assignments , priorities and training.
• Provide daily oversight of documentation queues (email, image files, case files, mail) and ensure that the images and documentation are distributed to the appropriate areas within established time frames.
• Perform other duties as assigned.
• Provide insights to management on ticketing system trends and areas of opportunities for team improvement.
• Support manager during audit process as needed.

Physical Demands

• Specific vision abilities required by this job include close vision
• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear
• Ability to occasionally lift/move up to 25 pounds
• Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.

Other Physical Demands

• None

Supervisory Responsibility

• Direct staff, to ensure that all duties are performed according to department performance standards
• Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff
• Develop and maintain staff by applying the necessary training and leadership that will allow internal growth and advancement
• Provide direction and leadership to staff; guide, coach, mentor and develop staff ensuring compliance with processes and procedures

Position Specifications

• High School Diploma Required.
• Bachelors degree preferred with emphasis on business processing / management.
• One (1) year or equivalent of supervisory experience required.
• Four (4) years’ customer service experience required.
• Four (4) years’ experience in credit card industry required with one (1) year processing fraud/non-fraud disputes preferred

Knowledge, Skills, & Abilities

• Ability to manage multiple projects, work in fast-paced environment, and meet deadlines
• Demonstrate behaviors based on PSCU values: Excellence, Innovation, Leadership, Passion, Trust, and Diversity, Equity, & Inclusion
• Ability to exercise discretion and good judgment in making decisions
• Ability to be flexible and work under high pressure in a complex environment
• Ability to maintain confidentiality of materials handled
• Demonstrated excellent analytical and quantitative skills
• Ability to travel as needed to successfully perform position responsibilities
• Maintain high level working knowledge of PSCU dispute processing platforms and vendor processing platforms
• High level working knowledge of association fraud/non fraud reason codes, updates, system changes and their impact to employees/clients
• Proficiency in word processing and spreadsheet computer software applications
• Proven interpersonal skills
• Ability to communicate effectively in both verbal and written formats and give presentations utilizing various audiovisual support aids

Pay Equity

The Hiring Amount For This Position Based On Relevant Experience And Internal Equity; The Pay Range Is

PSCU is committed to pay equity and a competitive benefits package.

$47,700.00

to

$76,300.00

• Note: The amount shown is based on full time annual salary and would be prorated based on role.

In addition this position is eligible for an incentive plan, based on performance.

Benefits

At PSCU, everything we do recognizes the fact that our employees are our most important asset. That’s why we are committed to a work/life integration that goes above and beyond to ensure that you have quality time at home with your family and/or to pursue outside interests and aspirations. We back this up with generous PTO, the opportunity to work remotely, flexible scheduling, and a management team that understands how to adjust when the unexpected curveballs of life happen.

Check out the comprehensive benefits PSCU has to offer that further solidifies our reputation as a company that just “gets it” when it comes to balancing life’s planned and unplanned events while equipping you with all the tools for growth.

PSCU Offers

• Endless opportunities for advancement
• Competitive wages
• Beautiful, state-of-the-art campus
• Generous paid time off and paid holidays

Our Benefits Package Includes

• Tuition Reimbursement
• Wellness program
• Health Savings Accounts (HSA) with company provided contributions
• Mental Health and Well-being: Employee Assistance Program (EAP)
• Back-up child care program
• Adoption Assistance Plan
• Flexible Spending Accounts (FSA)
• 401k (with employer match)
• Basic and Optional Life Insurance
• Company Paid Disability Insurance
• Legal Plan
• Pet Insurance
• Dental and Vision
• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.
• Mental health and Well-being: Virtual mental health support and resources
• Medical with telemedicine, no-cost diabetes supply program, and expert medical opinion services
• Supplemental Insurance

PSCU is committed to health and safety of all who enter our workplace. If this position requires you to report onsite at a PSCU location, employee attentiveness and cooperation with PSCU Employee Safety Workplace Protocols is critical.

Please Note: For roles with certain levels of travel and/or company car usage, PSCU will require a completed Motor Vehicle Record Check, valid driver's license, and proof of insurance at time of hire and annually.

All applications are reviewed by an AIRS Certified Diversity and Inclusion Recruiter. Learn more about our commitment to Diversity, Equity, and Inclusion HERE!

PSCU is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

PSCU is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster and the "EEO is the Law" Poster Supplement. PSCU will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

PSCU is an E-Verify Employer. Review the E-Verify Poster here (English and Spanish). For information regarding your Right To Work, please click here (English and Spanish poster).

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at [email protected] for assistance.