Card Services Manager

Position Description

The Card Services Manager is responsible for overseeing the overall sales, growth, service, operations, and fraud mitigation aspects of the Debit and Credit Card portfolios. This includes but is not limited to maximizing portfolio growth and usage with our members to drive net income, attracting new members and increasing usage with existing members, policy and procedure development, operational soundness, risk and fraud mitigation, product development, implementing new technology and enhancements, and maximizing department efficiency. The role requires collaboration across several departments within the Credit Union including the branches, call center, digital and online banking channel, IT, marketing, risk, operations, collections, and others as needed.

Position Responsibilities

• Monitor and analyze performance of card portfolio with the intent to drive key metrics: new card acquisition, inactive card reengagement, interest income, interchange income, activation, spend volume, fraud mitigation, rewards engagement, and more
• Collaborate with internal departments and external vendors to support key metrics listed above
• Track fraud trends, recommend fraud strategies, and continuously look to mitigate fraud
• Manage operational activities and workflow, directing personnel in timely completion and coverage of tasks
• Escalate problems and present issues to all affected users, assess appropriate steps, and execute corrective action with vendors, personnel, and management
• Manage all card-related vendor relationships and service level agreements
• Demonstrate expert knowledge of systems, policies and procedures related to Card Services
• Direct staff training and development of knowledge management tools and job aids
• Understand and manage transaction flow and processing timeframes
• Research and respond to escalated service issues via telephone, online, and NCUA inquiries related to cards
• Mentor team in thinking creatively, effectively, and practically in developing solutions and process improvements
• Evaluate and execute changes to enhance internal processes, efficiency, and member experience
• Lead and participate in card-related and credit union wide projects while performing testing as needed to deliver a quality finished product
• Manage the business continuity program and participate in disaster recovery testing and exercises
• Ensure compliance with all regulatory and legal requirements
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
• Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Position Requirements

• Bachelor's degree (BA or BS), MBA a plus
• Five to eight years previous card services management experience. Two to three years related experience in a financial institution. One to two years project management experience in process improvement projects.
• Proficiency with Excel, Word, PowerPoint, Outlook, Teams, and Adobe.
• Ability to write clear and effective reports, project proposals, and business correspondence.
• Ability to speak effectively with team members and other CU associates.
• Ability to effectively present information and respond to questions from executive leadership, managers and associates.
• Ability to solve practical problems and deal with a variety of variables in situations where limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, schedule, or form.
• Ability to understand financial, economic, and accounting concepts and practices.

The list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem as necessary.

We are proud to be an Equal Employment Opportunity (EEO). Signal Financial Federal Credit Union does not discriminate against any applicant or employee based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local laws.