Card Disputes and Fraud Operations Supervisor

San Diego County Credit Union Inc; San Diego (CA); On-site; USD 70,000 - 90,000; Full time

Job summary

San Diego County Credit Union Inc seeks a Card Services Case Processing Supervisor to lead the case processing team handling card fraud and dispute cases. You will ensure policy adherence, guide staff through complex tasks, and maintain service standards within a regulated environment.

The role requires hands-on leadership, performance management, and collaboration with AML/BSA compliance, HR, and operations to drive accuracy and efficiency in daily processing and exception handling.

Qualifications

• High school diploma or equivalent.
• Three years’ experience in cards related function, plus two years in a supervisor or lead role.
• Effective interpersonal, written and verbal communication skills.
• Demonstrated mathematical abilities and critical thinking skills.
• Ability to work effectively under pressure.
• Demonstrated success in planning, organizing, leading and oversight of people and activities.
• Organization skills sufficient to successfully manage multiple projects, establish priorities and meet deadlines.
• Track record of applying critical thinking and emotional intelligence skills in a wide variety of situations.

Responsibilities

• Responsible for the performance management of case processing staff, to include daily feedback, coaching and mentoring, and administration of appraisals that are timely and meaningful.
• Identify and address deficiencies constructively; continually support, encourage and motivate team members toward ongoing growth and development.
• Create and monitor team schedules, review, audit, and approve staff timesheets, and ensure all expenses are reported as per company policy.
• Schedule and provide staff with the opportunity for meal and rest periods, while ensuring operational coverage is maintained.
• Provide guidance and leadership and assist with improving performance; monitor and audit telephone queue service levels and operational report processes.
• Establish clear expectations for Card Services Operations staff and develop ways to measure team performance.
• Use critical thinking skills to add value to the organization by identifying when processes, procedures, or policies need to be changed.
• Establish clear expectations for Case Processing staff; develop and execute ways to track, measure, and report team performance.
• Responsible for maintaining and updating operational procedures.
• Participate in AML/BSA compliance training as assigned; adhere to AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to Compliance, perform OFAC comparisons, and properly identify individuals.
• Provide supervision of the activities for areas of responsibility, including assigned staff and functional deliverables of the team.
• Demonstrate leadership in words and actions; create a positive work environment conducive to trust and transparency.
• Consult with HR on issues outside normal scope; report safety or legal concerns and partner with HR on employment decisions.

Skills

Interpersonal skills

Written communication

Verbal communication

Under pressure

Leadership

Education

High school diploma or equivalent

Job description

San Diego County Credit Union Inc seeks a Card Services Case Processing Supervisor to lead the case processing team handling card fraud and dispute cases. You will ensure policy adherence, guide staff through complex tasks, and maintain service standards within a regulated environment.

The role requires hands-on leadership, performance management, and collaboration with AML/BSA compliance, HR, and operations to drive accuracy and efficiency in daily processing and exception handling.