Reporting to the Card Services Manager, the Assistant Manager is responsible for directing the operations and workflow of tasks in the Card Services department. The Assistant Manager is responsible for ensuring effective and efficient response time, quality member service, and overall member experience. The Assistant Manager handles or delegates disputes and fraud, production, delivery, and functionality of ATM, debit, and credit cards that help to support front line member operations. The Assistant Manager assists the Card Services Manager with performance monitoring of multiple third-party vendors. They provide timely, accurate and professional guidance to members and staff to ensure commitment to exceptional service delivery, and actively participate in ongoing training development and coaching of Card Services department staff. The Assistant Manager assists the Card Services Manager with projects including developing new products and procedures.
Position Description
Manages the workflow of tasks within the Card Services team. Assigns tasks and supports team members in delivery of timely and member-focused responses.
Manages the efficient and timely ordering, production, and delivery of ATM, debit, and credit cards.
Manages the processing of disputes, fraud, and chargebacks. Guarantees appropriate response within regulatory timeframes (specifically Regulation E).
Monitors losses due to disputes and fraud, including bond claims.
Manages digital communications, ensuring quality and accuracy of communications, while providing the best possible member experience.
Manages multiple priorities and meet deadlines in a high-volume work environment.
Serves as first point of escalation for sensitive member calls that require a manager, and effectively responds to inquiries.
Maintains all required disclosures, FAQs, terms and conditions, and websites for credit and debit cards by collaborating with internal and external resources.
Monitors ordering and distribution of all debit and credit card stock and supplies.
Assists with updates of credit card rates as needed.
Develops and maintains knowledge of card functionality and systems.
Produces and reviews daily and monthly ATM, debit and credit card reports.
Assists in developing training and documented procedures for card-related functions on systems, products and services, policies and procedures, and governmental rules and regulations.
Participates in hiring process.
Trains and onboards of new Card Services employees.
Managers the Card Services department when the Card Services Manager is away.
Performs other job-related duties and planning assignments as necessary.
Basic Qualifications
Basic qualifications are the minimum threshold a candidate must meet in order to be considered for this role.
A minimum of four years of experience (up to two years of college may count toward years of experience).
Additional Qualifications and Skills
The following qualifications are strongly preferred. If you meet some, but not all, you are still encouraged to apply; we value employees with a willingness to learn.
Experience in a financial, banking, or credit union environment preferred.
Must possess strong attention to detail while handling multiple tasks.
Excellent customer service skills, organization skills and the ability to multitask in a fast-paced environment.
Excellent verbal and written communication skills required.
Must be proficient with MS Excel, Word, Internet, Email (Outlook), other applications as required.
Self-motivated with excellent problem-solving skills.
Strong interpersonal skills.
Prior experience with PSCU cards, Fiserv cards, or Fiserv DNA is preferred.
Working Conditions
Work is performed in an office setting
Additional Information
Please provide a cover letter with your application.
Please note: Harvard University requires a pre-employment reference and background screening, which includes OFAC (Office of Foreign Assets Control).
Harvard University is unable to provide work authorization and/or visa sponsorship. This position has a 90-day orientation and review period.
The health of our workforce is a priority for Harvard University. With that in mind, we strongly encourage all employees to be up-to-date on CDC-recommended vaccines.
Benefits
We invite you to visit Harvard's Total Rewards website (https://hr.harvard.edu/totalrewards) to learn more about our outstanding benefits package, which may include:
Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.
Work Format
Hybrid (partially on-site, partially remote)
Commitment to Equity, Diversity, Inclusion, and Belonging Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.
EEO Statement We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. The University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.