Global Cards Solutions Operations Subject Matter Expert (SME)

Responsible for identifying or implementing initiatives that proactively address operational and member needs. The main responsibilities include supporting the GCS team or internal partners on systems and/or procedures, researching and resolving more complex issues, and aligning with QA team to streamline processes. In addition, the Operations SME will liaise with external partners to ensure optimal operations of card products and services.

This position is expected to be hybrid.

NYC Salary Range - $78,120 - $90,559 annually; compensation is commensurate to geographic location.

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• Serve as escalation point for GCS team members in evaluating and resolving difficult/complex problems regarding member, operational or system issues.
• Monitor and track system updates and outages, and relay information to internal partners. 
• Make recommendations for procedural improvements and review system capabilities to create efficiencies in processes.
• Possess a solid understanding of Springboard, DNA and AIM and the ability to provide a clear explanation of system functionality to others. 
• Track and monitor open audit items and develop solutions for closing recommendations. 
• Develop test case scenarios for new processes and communicate feedback to internal/external partners on results and make recommendations on enhancements.
• Work with Product team to transition new/enhanced products or services to daily operational functions.
• Work with QA team to develop training materials and provide training for GCS team and cross-functional departments for existing processes and new products and services.
• Participate in Operations calls; track and research open items, follow up with partners to find solutions, and communicate outcomes to participants. 
• Define business requirements and recommend solutions that will utilize system functionality to enhance and streamline daily processing.
• Cultivate and maintain effective working relationships with a variety of stakeholders, including end-users, product management, internal/external partners and senior staff members. 
• Participate in Credit Union training programs.
• Perform additional responsibilities as assigned
• Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct

• Bachelor’s degree or equivalent work experience 
• 3-5 years of financial services environment supporting card operations with a progression of responsibility experience
• Computer proficiency and technical aptitude; strong knowledge of Microsoft Word, Excel and PowerPoint
• Competency in related systems including FD and Fiserv systems
• Knowledge of operations related to member service and/or financial or card product knowledge
• Strong knowledge of debit and credit card processing

• Knowledge of Regulation E and Regulation Z is a plus
• Strong oral and written communication skills, analytical skills and reasoning ability
• Ability to handle changing deadlines and multiple concurrent tasks
• Ability to work independently and within a team environment

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture. 

UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws