TITLE: MGR - CARD SERVICE OPERATIONS

STATUS: EXEMPT

REPORTS TO: SRMGR - CARD SERVICING

DEPARTMENT: CARD SERVICE OPERATIONS

JOB CODE: 6323

PAY SCALE: $113,500.00 - $120,000.00 ANNUALLY

POSITION AND PURPOSE

This Manager - Card Operations manages plans, organizes and directs the Debit/ Credit Card and ATM processing functions and staff to ensure maximum process efficiency, the delivery of exceptional member service, and to ensure sound operational results. This fast-paced environment requires outstanding leadership skills focused on process, project executables, issue resolution and strong knowledge of the card payment ecosystem. The manager should motivate staff to meet and maintain credit union strategic goals and provide the support needed to succeed in providing best possible service levels. You will need a leadership profile with a flexible mindset to inspire and set the example for a sizable staff. Monitors product and service performance makes recommendations for improvement, and implement enhancements. Performs competitive analysis, product function cost analysis, and assures that outsourced services are delivered as promised with the best experience for members.

WHO YOU ARE

You lead the execution of day-to-day card and ATM operations by managing people, processes, vendors, and networks to ensure efficient, accurate, and compliant delivery of debit, credit, and ATM services that support a consistent and positive member experience.

You are an operational and people-focused leader who applies deep knowledge of card processing systems, service level management, and regulatory requirements to resolve issues, improve performance, and coach teams to meet service, quality, and risk expectations.

You collaborate across technology, operations, and business teams to address production challenges, implement improvements, and adapt to changing priorities, translating operational data and service insights into practical solutions that strengthen reliability and operational effectiveness.

THE WORK
• Perform or direct activities related to the upkeep of the ATM and card transaction processing networks. Assure coordinated staff effort to proactively address any production challenges including network and vendor performance. Assure the service level agreements are fulfilled and take action when assurances are not met. Work with hardware vendors to assure quick and effective remediation of all issues, support duties and functions.
• Work with IT Support management, vendors, and staff to maintain a reliable, interactive, and up to date ATM functionality that meets members' needs and provides enhanced cardholder possibilities with emerging service opportunities.
• Manage network and vendor relationships to assure credit and debit card operations, cardholder services, and plastics production are meeting service level agreements and members' needs to have a completely satisfying experience with their Golden 1 card(s).
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
• Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values.
• Oversee and direct managerial functions are as follows:
• Operational performance of the ATM/POS networks, including but not limited to Fiserv, Visa, and Mastercard networks to provide member service excellence and complete support of business units.
• Assure that SLAs are reviewed and monitored and that vendors are held accountable for failure to meet service commitments.
• Direct the daily debit and credit card settlement processes.
• Direct the daily cash management of the ATM fleet.
• Collaborate with external vendors and internal business units.
• Research and coordinate new technologies related to plastic card services, including tokenization, new card data storage, card security, technology advances related to PIN security, card activation, and use of the card as an identity device.
• Maintain the Business Continuity Plan as it relates to credit and debit processing, to include documentation, testing planning and compliance. Assure that recovery site(s) are in appropriate state of readiness to accommodate processing when relocation is required, or work with outsourced service providers to assure their plans are tested and viable.
• Review and implement procedures and policy matters to ensure the security of plastic cards, user authority levels, and test & corporate accounts.
• Monitor and control:
• Inter-departmental workflows including Regulation E compliance, Regulation Z compliance, Reg II compliance, Credit Card Act, and preparation of monthly statistical reports.
• Internal policy and procedural controls to safeguard the assets of Golden 1. Monitor/oversee the operational performance of the Credit and Debit Card Services area to provide quality member service. Assist with the yearly budget process.
• Respond to member complaints and DBO letters. Identify, investigate, and respond to member concerns. Work in concert with the Member Advocacy to respond to member concerns within established guidelines.
• Communicate and interact with:
• Account Services to implement policies and procedures.
• Golden 1 branch offices to assist in problem resolution and information exchange;
• Internal Audit and Compliance staff on variety of card related procedural actions and policies
• Participate in and provide expertise and managerial direction to assigned projects and project groups.
• Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union's risk appetite, and ensure operational integrity and compliance with applicable regulations.

QUALIFICATIONS

EDUCATION:
• Bachelor's Degree in related field or equivalent work experience required

EXPERIENCE:
• 5+ years of progressive card operations management experience in a high volume, high visibility, card transaction environment required
• 1+ years in planning, developing and coordinating projects preferred

KNOWLEDGE/SKILLS:
• Strong leadership skills
• Excellent verbal and writing skills
• Ability to make objective observations, examinations, evaluations and recommendations
• Ability to work independently and meet rigid project deadlines.
• Ability to be flexible, multi-task and manage changing priorities
• Knowledgeable of Card data processing technology.
• Maintain a current working knowledge of the established ATM Network and Credit Union rules, regulations, and policy regarding ATM and Debit/Credit Card transaction processing and plastic card production and use.
• Maintain working knowledge of Golden 1 policies, and procedures.
• Advanced member relations skills.
• Advanced verbal and written communication skills.
• Knowledgeable in personal computer usage, software and databases
• High analytical and research skills.
• Effective organizational and time management skills.

LICENSES AND CERITIFCATIONS:
• None required

CORE COMPETENCIES:
• Drives for Results - Ensures team meets goals
• Collaborates Across Teams - Promotes inclusion and teamwork
• Builds Trust and Credibility - Earns confidence through integrity
• Develops Others Through Feedback - Supports employee growth
• Takes Initiative - Owns outcomes Builds
• Strategic Partnerships - Connects across functions

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

All levels of staff and management

EXTERNAL:

Members, vendors, Federal Reserve Bank, suppliers, and government agencies.

WORKING CONDITIONS

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

PHYSICAL REQUIREMENTS

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union's discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

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REV. 1/9/2026