SUMMARY:
Under the direction of the VP of Electronic Services, the AVP of Card and ATM Services is responsible for maintaining and overseeing the debit/credit card portfolio, including disputes, ATMs/Interactive Teller Machines, and wire transfers. Has current-in depth knowledge of credit union services, Visa® guidelines, Regulations Z, Regulation E, Regulation D, and other Federal Regulations and guidelines that govern cards, payments, and digital. As a proactive leader, the AVP provides a high level of expertise regarding competitor and industry-related payment systems, products, pricing, practices, and trends. The AVP works collaboratively across all business units to promote continuous improvement of the credit union's electronic services, offering and increased engagement with members through these channels.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
• Oversees card and ATM services. This includes strategic and tactical business planning, product development, product and service enhancements, market and competitive analysis, and delivery of member experience.
• Measures, analyzes, and regularly reports on product performance via available metrics in order to better leverage existing and evolving payment solutions to drive credit union growth and member value.
• Develops and maintains strategies, policies, and plans that support the Credit Union's business objectives and evaluates progress on a regular basis. Proactively keeps Vice President informed and removes obstacles that prevent the department from reaching business goals and objectives.
• Maintains knowledge of emerging cards trends. Monitors and analyzes competitive market trends affecting area of responsibility including but not limited to product offerings and specials; recommends appropriate action. Builds strategies to combat competitive threats and increase share of wallet.
• Collaborates with other departments to ensure member facing employees are armed with knowledge to educate members and showcase the products and services available.
• Oversee compliance with network reporting requirements on a daily, monthly, quarterly, and annual basis.
• Serves as a tactical contact with internal resources and related third-party vendors to generate requests and resolve issues/bugs for enhancements, upgrades or custom requests as identified. Works to Maximize the value members receive from the tools and capabilities we offer members.
• Regularly partners with Marketing resources to promote the credit union's evolving Brand through increased marketing efforts, member engagement, maintenance outages and features awareness.
• Demonstrates the ability to keep abreast of latest trends through Brand involvement and meaningful research on what is best suited for the credit union and its members.
• Consistently leverages data and analytics to have a strong understanding of assigned areas to make decisions and strategic recommendations.
• Provides necessary documentation in a timely manner to support periodic internal and external audits.
• Provides leadership to assigned employees and establishes programs to support, mentor, and develop them. Hires, coaches, evaluates, and disciplines staff.
• Maintains excellent member service levels and troubleshoots related member user support issues to resolution. Exhibits complete communication lifecycle on the credit union mandated internal systems (JIRA, Synapsys, etc.)
• Develops and/or updates terms and conditions, policies, and procedures related to card services and payments.
• Conducts formalized and ad-hoc training for card, and ATM/ITM products.
• Knowledgeable concerning applicable rules and regulations governing card product and payments channels.
• Responsible for preparing budget where card, payments, and digital products, services, and tools are concerned.
• Other duties as assigned.
SUPERVISORY RESPONSIBILITIES:
Directly manages the Manager of Card and ATM Services, and Manager of Dispute Resolution. Is responsible for the overall direction, coordination, and evaluation of these employees.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
PERFORMANCE STANDARDS:
Must be subject matter expert regarding setup and functionality of the credit union's card, payments, and digital products/services/tools in order to drive member adoption and engagement. Cooperative and positive attitude toward members and fellow credit union staff. Professional appearance and demeanor. The position holder must be a self-starter, who displays appropriate interpersonal skills in a variety of situations.
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be outgoing, analytical, enthusiastic, conscientious, group oriented, open to change and be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
REGULATORY REQUIREMENTS:
This position has specific procedures that must be followed to comply with the Privacy Act, Office of Foreign Assets Control (OFAC), and Bank Secrecy/Patriot Act. Annual training will be provided to keep current on any changes to these policies/procedures to ensure compliance. Failure to comply with procedures may cause termination of your position as well as possible monetary penalties from the federal regulatory agency.
EDUCATION and/or EXPERIENCE:
Associates or bachelor's degree in Business, Technology, or related field. Ten to twelve years related experience and/or training; or equivalent combination of education and experience required. Previous experience as a leader in a credit union highly preferred. Experience with card products, in the financial industry including knowledge in core banking platforms, payments, and omni channels systems a plus.
LANGUAGE AND MATH SKILLS:
Ability to read, comprehend and/or create simple instructions, correspondence, and memos. Ability to effectively present information in one-on-one and small group situations to members, groups of managers, employees or directors of the credit union as required. Ability to add, subtract, multiply, and divide using whole numbers and decimals. Ability to compute rate, ratio, and percent.
REASONING ABILITY:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
CERTIFICATES, LICENSES, REGISTRATIONS:
No requirement.
OTHER SKILLS and ABILITIES:
• Knowledge of mobile application development tools, techniques, and procedures is highly preferred. Experience with .Net Framework, Java, JSON, C++, SDK is preferred. Android and iOS mobile application development lifecycle standards preferred. Microsoft or other related certification(s) preferred. Experience with third-party libraries and API integration.
• Ability to use Microsoft Office, the credit union's core system, and other computer programs/software to complete digital enhancements and/or implement new strategies.
• Familiar with the differences in related products and services offered by other financial institutions to those offered by the credit union.
• Experience with Jack Henry Symitar core system and Velera card processing platform is a plus.
• Experience with credit union or banking conversions is a plus.
• Annually complete and achieve passing scores on various SAFE FCU Policy, Procedure, Development and Enhancement Curriculum.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to walk. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl. The ability to operate a motor vehicle is critical to perform this job.
The employee must occasionally lift and/or move up to 35 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee occasionally works in outside weather conditions.
The noise level in the work environment is usually moderate.
MENTAL DEMANDS:
The mental characteristics necessary to competently perform this job include the need to occasionally use spatial perception, and comparing skills; to frequently use problem solving, and persuasiveness; to continuously be alert, precise, resourceful, creative, reasonable, patient, and imaginative.
