DescriptionTo oversee aspects of the Card Services department and card programs, ensuring operational excellence,
regulatory compliance, fraud mitigation, and an exceptional member experience. This role provides leadership
for card products, vendor relationships, and staff, while driving innovation, efficiency, and risk management
across the card services function.
Essential Functions & Responsibilities- Partner with the VP Card Services to manage the debit and credit card programs, including issuance, processing, servicing, disputes, chargebacks, and rewards.
- Oversee daily card operations to ensure accuracy, efficiency, and adherence to service level agreements (SLAs), including quarterly reporting.
- Ensure timely and accurate handling of card exceptions, reconciliations, and general ledger balancing.
- Manage fraud monitoring, transaction disputes, chargebacks, and compliance with Reg E, Reg Z, PCI DSS, and network rules (Visa/Mastercard).
- Develop and execute strategies to enhance card usage, revenue, and member satisfaction while controlling operational and fraud risk.
- Partner with the VP Card Services to maintain and test card-related business continuity and disaster recovery plans.
- Partner with the VP Card Services to manage relationships with card processors, core system providers, fraud vendors, and network partners.
- Partner with the VP Card Services on card product enhancements and quarterly marketing campaigns to align with KPI goals.
- Monitor vendor performance and ensure vendors meet operational, security, and compliance expectations.
- Collaborate with Operations, Lending, IT, Compliance, and Marketing to deliver seamless card experiences.
- Resolve escalated member issues with professionalism and urgency.
- Support member education related to card features, security, and digital payment tools.
- Lead, coach, and develop Card Services staff; establish clear performance expectations and accountability.
- Foster a culture of continuous improvement, member advocacy, and cross-department collaboration.
- Ensure appropriate staffing levels, training, and succession planning.
- Perform other duties as assigned.
RequirementsExperience- 5-8 years of experience in card services, payments, or financial operations within a financial institution.
- Experience with debit and credit card operations, fraud prevention, disputes, chargebacks, and card processing systems.
- Knowledge of applicable regulations and card network rules.
Education- Bachelor's degree preferred, or equivalent combination of education, certifications, and experience.
Skills & Abilities- Strong knowledge of card services operations and payment systems.
- Effective problem-solving, organizational, and analytical skills.
- Strong communication skills with the ability to build relationships and handle sensitive information professionally.
- Ability to collaborate across departments and manage multiple priorities.
