Card Operations - Card Operations Sr Specialist

Golden 1 Credit Union; Sacramento (CA); On-site; USD 35,000 - 37,000; Full time

Job summary

Golden 1 Credit Union is seeking a Card Operations Senior Specialist to lead operational excellence in the Card Operations department, mentoring staff, handling complex escalations, and ensuring compliance and audit readiness. The role requires deep SME expertise, cross-department collaboration, and systematic process improvements.

You will monitor daily workflows, balance workloads, work with vendors, and support project rollouts and system updates while maintaining strict security and data

Qualifications

• H.S. Diploma or GED required.
• Bachelor's degree in business administration, finance, or related field, or equivalent experience.
• 5+ years in credit/debit card operations or financial services required.
• 5+ years of customer service experience, ideally in banking or financial operations.

Responsibilities

• Lead, mentor, and train Card Operations staff across policies and procedures.
• Provide escalation support for complex workflows and high-risk member issues.
• Monitor production, balance workloads, ensure quality and compliance.
• Collaborate with Technical Writing to maintain procedures and standards.
• Coordinate with Senior Specialist to align practices and training.
• Support project execution, readiness, analytics, and rollout of new functionality.
• Conduct internal audits and investigate discrepancies with corrective action.
• Maintain security, privacy, and cardholder data protection standards.
• Lead or assist with system testing and production verification for updates.
• Identify gaps, root causes, and drive improvements.
• Help develop and maintain card policies and process docs.
• Stay updated on card operations, regulations, and internal expectations.
• Support performance coaching and training across the team.
• Participate in training to build expertise across all card products.
• Utilize tools including Client Central, DataSafe, Verafin, LoansPQ, eSign+, CW3, Office.
• Perform other duties as assigned.

Skills

Operational leadership

Subject-matter expert

Mentoring

Audits & compliance

Process improvement

Vendor collaboration

System testing

Data analysis

Education

GED

Bachelor's in Business/Finance

Equivalent experience

Tools

Client Central

DataSafe

Verafin

LoansPQ

eSign+

CW3

Microsoft Office

Job description

Job Title: Card Operations Sr Specialist

Status: Non-exempt

Reports to: Supervisor - Card Operations

Department: Card Operations

Job Code: 1766

Pay Range: $25.40 - $27.00 Hourly

Who We Are

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of "people helping people." We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

Who You Are

You lead operational excellence within Card Operations by providing advanced subject-matter expertise, workflow oversight, and day-to-day leadership that ensures consistent, high-quality execution across all credit and debit card functions. You are a trusted technical and operational leader who mentors and develops team members, manages complex escalations, evaluates production quality, and applies analytical insight to identify risks, improve processes, and maintain audit readiness. You collaborate strategically across departments and with vendors to align operational execution with enterprise goals, support system enhancements and projects, translate performance insights into actionable improvements, and set the standard for accuracy, compliance, and continuous improvement.

What You'll Do

• Serve as a lead resource and mentor for Card Operations staff, providing advanced training, guidance, and subject matter support on policies, tools, procedures, and best practices across all credit and debit card functions.
• Provide escalation support for complex operational workflows and high-risk member services issues, ensuring timely, accurate, and policy-aligned resolutions while maintain operational continuity.
• Monitor daily production activities, assign and balance workloads, evaluate output for quality and compliance, and ensure adherence to performance expectations, services levels, and departmental controls.
• Partner with the Technical Writing team to research, develop, enhance, and maintain departmental procedures, ensuring documentation us current, compliant, accessible, and aligned with operational and regulatory standards.
• Collaborate with the Senior Specialist peer (Credit or Debit counterpart) to ensure alignment on operational practices, workflow improvements, training approaches, team engagement strategies, and overall consistency across card functions.
• Support Card Operations Administration and leadership teams on project execution, including operational readiness, test data preparation, impact analytics, and rollout of new functionality, tools or process.
• Conduct internal audits, targeted reviews, and ongoing monitoring activities, investigating out-of-balance conditions and complex discrepancies within credit and debit general ledger accounts and recommending corrective action.
• Ensure strict adherence to security, privacy, and confidentiality protocols, reinforcing standards related to cardholder data protection, access controls, and regulatory/compliance requirements.
• Lead or support system testing, validation, and production verification for platform updates, network changes, vendor enhancements, and issue remediation efforts.
• Identify operational gaps, analyze root causes, and recommend or implement improvements.
• Assist in developing and maintaining credit and debit card policies, procedures, and process documentation.
• Maintain up-to-date knowledge of card operations, industry regulations, security standards, and internal compliance expectations.
• Support employee performance through coaching, feedback, and skill development recommendations.
• Participate in internal and external training programs to build expertise across all card products.
• Utilize operational tools and platforms including Client Central, DataSafe, Verafin, LoansPQ, eSign+, CW3, and Microsoft Office (excluding Excel).
• Perform other duties as assigned.

Qualificiations And Preferences

• H.S. Diploma or General Education Degree (GED) required
• Bachelor's Degree in business administration, Finance, or a related field; OR an equivalent combination of education and related work experience required
• 5+ years in credit/debit card operations OR financial services. required
• 5+ years of customer service experience, ideally in banking, call center, or financial operations required

Why Join Us

Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

Disclaimer/Intent And Function Of Job Descriptions

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union's discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.