Member Care & Card Services Leader

Keys Federal Credit Union; Key West (FL); On-site; USD 70,000 - 95,000; Full time

Job summary

Keys Federal Credit Union in Key West, FL, seeks a Member Care Manager to lead the day-to-day operations of the Call Center and Card Services. You will oversee team performance, service levels, and card portfolio management while ensuring confidential, accurate, and efficient member service across all interactions.

The role includes managing fraud and disputes, coordinating with Compliance and Risk, and driving staff development to meet regulatory requirements.

Qualifications

• Five years of member service experience.
• At least two years of supervisory or leadership experience.
• Strong analytical, problem-solving, and organizational skills.
• Bilingual ability in Spanish, Creole, or Czech preferred.

Responsibilities

• Supervise, coach, develop, and motivate Call Center and Card Services staff to ensure courteous service.
• Assist with hiring, performance reviews, and corrective action when needed.
• Set and monitor goals, performance metrics, service levels, and productivity.
• Oversee card operations, fraud, disputes, and risk coordination with vendors and departments.
• Coordinate training and ensure compliance with policies and regulations.

Skills

Customer service

Leadership

Analytical & organization

Communication

Bilingual pref

Education

High school diploma / GED

Bachelor's degree preferred

Tools

PSCU software

Ultrafis

Job description

Keys Federal Credit Union in Key West, FL, seeks a Member Care Manager to lead the day-to-day operations of the Call Center and Card Services. You will oversee team performance, service levels, and card portfolio management while ensuring confidential, accurate, and efficient member service across all interactions.

The role includes managing fraud and disputes, coordinating with Compliance and Risk, and driving staff development to meet regulatory requirements.