Card Services Manager

MJK Connections is partnering with our client, Community First Credit Union on this exciting new role with a great team!

Purpose: The Card Services Manager manages the daily card operations at Community First Credit Union, overseeing all aspects of our credit card, debit card, ATM, and gift card programs. This role drives the operational excellence of our cards programs and team, to support seamless, exceptional internal and member-facing service experiences. In addition to leading our internal team, you will assist with managing vendor relationships, report on performance of the department and programs, and make recommendations for process and product improvements.

What You Will Do:

• Lead, mentor, and develop the Card Services team, fostering a culture of accountability, continuous improvement, and excellence in member service.
• Establish clear objectives and performance goals for the team, ensuring alignment with departmental and operational priorities.
• Effectively coordinate information, including following up on support tickets; connect with vendors to identify operational inefficiencies, assess and mitigate risks, and resolve outstanding items.
• Provide open and transparent communication with team members and departments across the organization.
• Own operational response to card breaches, in partnership with the Fraud and Risk teams. Work with leadership to continuously monitor fraud rules, to ensure the right balance of access and protection for our member-owners.
• Research and plan short, medium, and long-range development for Cards programs, services, integrations, and capabilities; understand industry trends and our markets within each area of responsibility and evaluate relevance to CFCU to meet organizational goals. Participate in the continual innovation of products, programs, and services.
• Maintain, develop, and update policies and procedures; propose changes and updates to procedures.
• Responsible for resolving escalated card-related issues. Lead timely root-cause analysis and troubleshooting. Collect feedback, assess options, and focus on elevated experience for internal and external members.
• Build strong relationships and cross-functional collaboration with employees and leaders across all business lines of the credit union.
• Continually evaluate service quality by setting, maintaining, and monitoring specific benchmarks to measure efficiency, accuracy, and leverage of current technologies.
• Develop reporting and monitoring systems to understand member behavior with respect to card programs.
• Ensure compliance standards and regulatory requirements are upheld. Participate in internal and external audits and exams as needed.
• In collaboration with key partners, continually improve the member experience in regard to the card and ATM programs.
• Apply sound analytical skill, financial judgment, and effective risk management in decision-making to achieve adequate returns on card programs.
• Perform other duties as assigned.

Qualifications May Include:

The requirements listed below are representative of the knowledge, skill, and/or ability required for the Card Services Manager.

EDUCATION and/or EXPERIENCE:

• Bachelor's degree in Business, Finance, Information Technology, or a related field desired.
• Five+ years of experience in positions of increasing responsibility within Member Service Operations functions: card programs, digital banking, or financial services.
• Three+ years with progressive responsibilities leading people.
• Strong understanding of payment systems, digital wallets, mobile payments, and emerging payment technologies.
• Excellent leadership, communication, and interpersonal skills, with the ability to effectively collaborate with others.
• High level of member service orientation, general business acumen, and emotional intelligence skills.
• Ability to positively interact and collaborate with management, employees, and outside partners.
• Excellent written and verbal communication skills as demonstrated by the ability to write clear, concise documentation, memos and email, facilitate staff meetings, and give presentations.

COMPLIANCE ACCOUNTABILITIES:

The Card Services Manager must act in accordance with Community First Credit union policies and procedures, complete all required compliance training/continuing education within specified timeframe, and maintain a thorough knowledge of all internal operating procedures within the Card Services Department as well as applicable laws and regulations.

WORK ENVIRONMENT:

The work environment is characteristic of a professional office setting. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.