eCommerce Supervisor

Position Description:

The eCommerce Supervisor is responsible for leading the daily operations of the eCommerce team and ensuring the delivery of exceptional member service through effective management of phone support, card servicing, disputes, fraud-related activities, and payment operations functions.

This position serves as the department's primary operational leader and subject matter expert for card services, ATM operations, dispute processing, remote deposit capture (RDC), Zelle-related fraud support, and associated payment services. The Supervisor oversees workflow distribution, employee development, quality standards, operational performance, and regulatory compliance while maintaining a hands-on role in daily operations.

The eCommerce Supervisor partners with the VP of eCommerce to drive operational excellence, support strategic initiatives, and ensure department goals are achieved.

Essential Functions & Responsibilities:

• Directly supervise and support eCommerce team members.
• Monitor daily workloads and assign work based on business needs, service levels, and employee skill sets.
• Provide coaching, guidance, and ongoing performance feedback.
• Assist with employee onboarding, training, and professional development.
• Conduct quality reviews and identify opportunities for employee growth and improvement.
• Foster a positive, collaborative, and member-focused team environment.
• Provide recommendations regarding hiring, promotions, recognition, and performance management.
• Other duties as assigned.

Member Service & Call Operations

• Oversee daily inbound call activities and ensure timely, accurate, and professional service.
• Serve as the primary escalation point for complex Member issues and complaints.
• Support the resolution of sensitive Member concerns and operational exceptions.
• Monitor service levels and response times to ensure a high-quality Member experience.
• Identify trends impacting Member satisfaction and implement solutions where appropriate.
• Other duties as assigned.

Card Services Operations

• Oversee daily debit card servicing activities.

• Ensure timely processing of card maintenance requests, card orders, replacements, and related functions.

• Monitor operational queues and workflows to ensure completion within established service standards.

• Support ATM deposit research and resolution activities.

• Maintain the integrity of card-related systems and operational processes.

• Serve as the department subject matter expert for card services operations.

• Other duties as assigned.

Disputes & Fraud Operations

• Oversee dispute processing activities to ensure compliance with regulatory timelines and internal procedures.
• Support investigation and resolution of debit card disputes and Member claims.
• Review escalated fraud cases involving debit cards, ATM transactions, RDC, bill pay, and Zelle-related activity.
• Assist team members with complex fraud and loss-prevention situations.
• Identify fraud trends and recommend procedural enhancements to minimize risk.
• Other duties as assigned.

Compliance & Risk Management

• Maintain advanced knowledge of Regulation E and applicable payment services regulations.
• Ensure compliance with card network rules, organizational policies, and operational controls.
• Support internal audits, external audits, and regulatory examinations.
• Monitor changes in regulatory requirements and payment industry standards.
• Maintain department documentation, controls, and audit records.
• Other duties as assigned.

Process Improvement & Reporting

• Compile and analyze productivity, service, quality, fraud, and operational performance metrics.
• Prepare management reports and recommendations.
• Identify opportunities for operational efficiencies and process improvements.
• Develop and maintain department procedures, training guides, and Standard Operating Procedures (SOPs).
• Implement workflow improvements that enhance service quality and operational effectiveness.
• Other duties as assigned.

Project & Business Support

• Lead and participate in department and cross-functional projects.

• Coordinate testing, implementation, and operational readiness activities for new products and system enhancements.

• Collaborate with Information Technology, Operations, Risk Management, and other business units.

• Assist with vendor communication and operational issue resolution.

• Serve as the department representative on assigned projects and initiatives.

• Other duties as assigned.

Knowledge and Skills:

• High School Diploma or GED required.
• Associate's or Bachelor's Degree in Business, Finance, Management, or related field preferred.
• Minimum 5 years of experience in card services, banking operations, payment services, fraud operations, dispute processing, call center operations, or a related financial services environment.
• Previous leadership, supervisory, lead, trainer, or mentoring experience preferred.
• Experience handling escalated Member issues and operational problem resolution required.
• Strong knowledge of debit card operations, disputes, fraud prevention, ATM operations, RDC processing, and payment services.
• Working knowledge of Regulation E and related payment regulations.
• Ability to lead and coach employees while maintaining a hands-on operational role.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Strong organizational and time-management abilities.
• Proficiency with Microsoft Office applications, including Excel.
• Ability to manage multiple priorities in a fast-paced operational environment.
• Ability to exercise sound judgment and decision-making.

Physical Requirements:

The physical requirements described are representative of those necessary to perform the essential functions of this position. The position primarily involves sedentary office work, including prolonged periods of sitting and working at a computer. The employee may occasionally be required to stand, walk, reach, bend, and lift or carry office materials weighing up to 25 pounds. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Equal Employment Opportunity (EEO):

Torrance Community Credit Union is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants in accordance with applicable federal, state, and local laws. Employment decisions are made without regard to race, color, religion, creed, sex, pregnancy, childbirth, breastfeeding or related medical conditions, gender, gender identity, gender expression, sexual orientation, marital status, age, national origin, ancestry, citizenship, disability, medical condition, genetic information, military or veteran status, reproductive health decision-making, or any other characteristic protected by applicable federal, state, or local law.

Reasonable Accommodation:

Torrance Community Credit Union complies with the California Fair Employment and Housing Act (FEHA), the Americans with Disabilities Act (ADA), and other applicable laws regarding reasonable accommodation. TCCU will provide reasonable accommodations to qualified applicants and employees with disabilities and for sincerely held religious beliefs or practices, unless doing so would impose an undue hardship. TCCU will engage in a timely, good-faith interactive process with applicants and employees when a need for reasonable accommodation is known or requested. Applicants or employees who require an accommodation should contact Human Resources.

At-Will Employment:

Employment with the credit union is at-will. This means that either the employee or the employer may terminate the employment relationship at any time, with or without cause or notice, in accordance with applicable law. Nothing in this job description creates a contract of employment, guarantees employment for any specific duration, or alters the at-will employment relationship.