SSMS

Loan Application

Job Purpose:
The Supervisor, Settlement and Member Services provides support to the Manager of the Card and e-Services department by assisting with the support of the BPWCCUL card products, services and devices; ensure that the Operational Unit maintains the standards and regulations of BPWCCUL as well as industry standards. Provide guidance, mentoring and coaching to the staff and ensure organizational strategic objectives are supported by operational activities. To ensure support and guidance is provided to branches, Call Centre and other stakeholders

Duties and Responsibilities:

Supervise staff to ensure regular, high standard of performance and engagement in accordance with HR and other organizational policies.
Ensure the accurate recording & posting of Journals.
Responds to escalated member and colleague requests for ATM service and problem resolution.
Network Switch/Processor - Ensure:
Validate and sign-off balanced daily product settlement reports
Represent the company and/or department on selective committees as necessary.
Approval of Overrides associated with the Department’s functions.
Assist in preparing the department’s budget.
Ensure day’s work is balanced and checked off before departure that day.
Ensure record retention protocol is followed.
Ensure General Ledger Reconciliations are completed as per stipulated timelines.
Ensure all differences are identified within stipulated timelines.
Ensure the relevant documentation is completed for invoice preparation.
Ensure accurate and relevant documentation is completed for Invoice payments.
Ensure coordination of Cash In transit for ATMs and Thrift Club pickups as required.
Ensure the relevant processes re: Shared Services Credit Union are performed.
Ensure timely Monitoring of ATMs as required per relevant procedures and preparation of required reports.
Ensure the accuracy of all relevant ATM/POS/Online transaction reports as per required frequency.
Changes to customers’ accounts and records must be effected in keeping with the Credit Union’s requirements within SLA standards.
Accurately ensure that each day’s work is balanced before sign off.
Respond to escalated member and colleague requests for ATM discrepancies and problem resolution within SLA standards.
Ensure relevant and timely escalation of ATM related matters & coordinate if necessary.
Manage active log of all open member queries.
Ensure the necessary card management procedures are followed re: production & destruction.
Ensure the necessary procedures are followed for card distribution.
Ensure incoming member queries are investigated & resolved as per required standards.
Ensure all Member Accounts are updated with the relevant information within the necessary systems.
Investigate queries on customer card information and card production discrepancies.
Handle and appropriately action requests for information on credit/debit card account (s) or cards.
Complaint management and dispute resolution.
Ensure timely settlement of card transactions according to established processes.
Apply correct entries to relevant settlement expense or revenue accounts daily.
Reconcile incoming work with completed work as per established procedures.
Ensure the preparation of relevant reports for the Credit Union e-services.
Ensure the reconciliation of e-services and related functions.
Identify and exploit formal and informal professional improvement opportunities on a regular basis as agreed in the personal performance plan.
Conduct regular reviews of the organization programmes and keep abreast with changes to organization policy, product and service changes and changes to reporting requirements.
Assist with the preparation of departmental policies and procedures as required. Conduct regular reviews of such policies and procedures.
Attend training and seminars as necessary, following established policies and procedures as outlined.
Cross Training within other areas of the department will be part of this role.
May be required to provide coverage to the Chargeback and Fraud unit.
May be required to provide coverage from time to time to the Manager.
Keep abreast of industry related material, and relevant legislation/regulations for the purpose of maintaining current information and for submission to recommend changes as necessary.
Follow all established departmental norms, guidelines and expectations.
Attend staff and department meetings, training and seminars
Any other duties ancillary or related to the foregoing.

Qualifications and Experience

Associate Degree in Business, Accounting or related field with a minimum of 3 years’ experience in customer service within a financial environment, as well as experience in card related activities within a financial institution.
Bachelor’s Degree in Management, Accounting, Banking and Finance or related field would be an asset.
Experience working with an international card and/or payments would be an asset.

Working Conditions

Working conditions are normal for an office environment.
Work may require occasional weekends and/or evening work.
Work may require working shift.
Physical activities include a combination of constant sitting, constant hand motion and occasional standing/walking.
Occasional travel is required.
Remote work as required.