Contact Center and Card Services Manager

Contact Center and Card Services Manager La Loma Federal Credit Union - 3.9 Loma Linda, CA Job Details Full-time $55,000 - $70,000 a year 21 hours ago Benefits Health insurance Dental insurance Vision insurance Qualifications Management Performance management Hiring Policy & process development Team management Bank experience Quality systems Root cause analysis Escalation handling Staffing management Full Job Description Electronic Services Manager (Card Services + Contact Center)

Department:

Electronic Services (Card Services + Phone Center + Digital Account Delivery)

Location:

On-site |

Schedule:

Monday-Friday (after-hours vendor oversight and escalations as needed)

Direct Reports:

4 (initially)

FLSA:

Non-Exempt Pay Range:

$55,000-$70,000 Why this role exists We are building a new Electronic Services Department to strengthen member experience, improve efficiency, and create better coverage across high-volume servicing and card operations. This is a hands-on leadership role with the opportunity to establish standards, build processes, and lead a team from the ground up. What you'll own Daily operations for phone servicing, card maintenance, disputes/chargebacks, fraud intake support, and digital account delivery support Member escalations and service recovery—ensuring issues are resolved quickly, accurately, and professionally Quality control and audit readiness through strong documentation, controls, and consistent procedures Card network reporting (monthly/quarterly/annual deliverables) and operational trend reporting to leadership After-hours vendor performance —setting expectations, monitoring outcomes, and driving improvements Process improvement —SOPs, scripts, job aids, and playbooks that make the team efficient and consistent People leadership —hiring, onboarding, coaching, performance management, and cross-training Key responsibilities Lead a 4-person team and oversee day-to-day workflow assignments, coverage, and service standards Serve as the escalation point for complex member issues and drive root-cause fixes to reduce repeat problems Build and maintain QC routines, logs, and controls for regulated servicing activities Ensure disputes/chargebacks and fraud-related workflows are accurate, timely, and well-documented Coordinate with internal partners (Compliance, IT, Operations) to improve end-to-end processes Own reporting calendars and deliverables for Visa and applicable card network requirements Manage after-hours servicing vendor performance and member referral workflows What we're looking for

Required:

3+ years in credit union/banking operations with experience in card services and/or contact center/account servicing 1+ year of people leadership (coaching, performance management, staffing) Strong documentation discipline and audit-ready mindset Proven ability to handle escalations and drive service recovery Comfortable managing recurring deadlines, reporting, and operational follow-through

Preferred:

Disputes/chargebacks and card maintenance oversight experience Vendor/service-level management experience Digital servicing/digital account delivery support exposure Experience working with after-hours servicing vendor models What success looks like (first 90 days) Stabilize daily workflow management and service standards across the team Implement core SOPs/scripts and a basic QC cadence Establish a reporting calendar with validation and back-up coverage Improve escalation handling consistency and reduce repeat issues through root-cause fixes Set clear expectations and performance routines with the after-hours vendor

Pay:

$55,000.00 - $70,000.00 per year

Benefits:

Dental insurance Health insurance Vision insurance

Work Location:

In person