Card & Digital Team Leader

Job Summary:

Ensures the efficient and effective delivery of card services to members while managing risks and maintaining compliance with regulatory requirements. Combines strong leadership skills, operational expertise, and a member-centric approach to achieve departmental objectives and contribute to the organization's overall success. Maintains consistent communication and collaboration with internal stakeholders. Possesses general knowledge of all Operations areas to assist when needed.

Essential Functions, Duties, and Responsibilities:

• Applies and communicates knowledge of regulatory requirements, practices, and changes to legislation.
• Fosters teamwork by professionally interacting with peers, supervisors, vendors, and Langley employees.
• Provides impeccable service to internal and external members by phone, in customer relationship management cases, and through online banking messaging and email.
• Adheres to and enforces internal controls and procedures to minimize risk and prevent losses.
• Serves as the primary source of escalation for the Operations Card Servicing team and internal members to assist with decision-making, member situations, and compliance translation.
• Develops and monitors key performance indicators.
• Completes continued education per certificate requirements.
• Develops, coaches, and trains department employees.
• Schedules employees for team coverage and training.
• Ensures employees meet all service level standards for internal and external members.
• Participates in ad-hoc projects and committees.
• Maintains and updates training materials and documentation.
• Facilitates regular team meetings to communicate updates, changes, and organizational goals.
• Sets performance expectations, provides guidance, and conducts regular performance reviews.
• Performs system administration functions for various Card Servicing systems as assigned.
• Performs data analysis functions of Card Servicing systems.
• Identifies process improvement opportunities and coordinates implementation.
• Serves as liaison with Operations vendors.

Qualifications:

• Associate's degree, two years of related experience and/or training for assigned area, or an equivalent combination of education and experience required.
• Visa Certification preferred

Competencies:

• Service Champion - Adopts a service orientation, building trusting relationships and delivering value for associates, members, and communities.
• Langley Ambassadors - Demonstrates a passion for Langley's vision, encouraging diversity, equity, and inclusion while considering Langley's values when making decisions and taking accountability for delivering results.
• Agile in Action - Adapts to changes in the business, demonstrating innovation to improve Langley and advance the business into the future.
• Team Driven - Collaborates across Langley, communicating with transparency and prioritizing a team-based approach that delivers optimal outcomes for associates, members, and communities.
• Continuous Learners - Maintains an understanding of Langley's business and how value is delivered to members and actively pursues opportunities to grow oneself and strengthen the organization.

Physical Requirements:

The physical demands described here must be met by an employee to successfully perform this position's essential functions, duties, and responsibilities. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is frequently required to sit, use hands and fingers to operate standard office equipment such as a mouse, keyboard, telephone, copy machine, etc., talk, and hear. The employee is occasionally required to stand and walk. Specific vision requirements for the job include close vision (at 20 inches or less).

Working Conditions:

The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Work is performed in an indoor, climate-controlled office environment where the noise level is typically quiet to moderate.