Separate Annual Report 2021

22 BARBADOS PUBLIC WORKERS’ CO-OPERATIVE CREDIT UNION LIMITED | SEPARATE FINANCIAL STATEMENTS 2021 The Card & e-Services department, while not new to the Credit Union’s structure, has grown over the years in tandem with the Credit Union’s ATM network and undergone major transformation with introduction of BPWCCUL’s Mastercard debit card. What started out a single person responsibility in the Finance team and three ATMs operating on closed-loop local network in 2008, has grown to date to be a become a stand-alone department of eight supporting nineteen ATMs across the island and the transition of just over ninety thousand Co-Optima cardholders to the international Mastercard network. The increased levels of responsibility, complexity, compliance and service levels placed on the team with the move to an international card necessitated new job roles and required new skills and competencies. The new Card & e-Services department headed by Mrs. Sadie Austin – Manager, Card & e Services, Operations was setup in December 2020 to handle these expanded responsibilities and is currently structured around three key functions; these are: • Settlement - daily and monthly reconciliation and payments for card schemes, ATMs, and the Credit Union e-services. • Chargeback & fraud - reviewing, analyzing, and resolving chargeback Disputes, daily transaction monitoring and evaluating the circumstances of a case of suspected fraud. • Member Services - supporting the Credit Union’s Card Products, e-services, Automated Teller Machines (ATMs), and related systems. Answering product and service questions. The Card & e-Services team, is still evolving as the Credit Union seeks to offer instant issue cards, become an acquirer of international cards and offer a credit card product to members in the near future. Meet the Card & e-Services Team Pictured left to right: Sis. Dale Edwards – Supervisor, Settlement & Member Services; Bro. Shane Gittens – Member Services Officer (ag); Sis. Crystal Scantlebury – Supervisor, Chargeback & Fraud; Sis. Sadie Austin – Manager, Card & e-Services Operations; Sis. Shellyann Morris-Brathwaite – Settlement Officer; Sis. Sherlene Headley – Chargeback & Fraud Officer; Sis. Jalisa Small – Member Services Officer; Sis. Alisa Collymore – Member Services Officer and Bro. Delano Small – Member Services Officer (ag). Not pictured is Sis. Lavern Durante, Settlement Officer