Card Services And Operations Leader

PRIMARY PURPOSE:

The Card Services and Operational Leader is responsible for overseeing the full spectrum of card-related services at CBC Federal Credit Union. This role is required to be onsite and will be responsible for managing both the credit and debit settlement processes, handling corporate card programs, ensuring accurate transaction corrections, and resolving credit card disputes. The leader will be at the forefront of maintaining and enhancing card operations, developing strategies for card programs, managing vendor relations, and ensuring the highest standards of member service.

Responsible for managing all day-to-day functions related to Card Services ensuring Claims Operations and Card Services operational activities run smoothly and efficiently. Provides leadership, training and supervision within the department as well as the Company. Assumes responsibility and is accountable for mitigating losses, providing excellent service, meeting regulatory requirements, continuous improvement initiatives and transformational activities, including scalability and ongoing regulatory readiness. Ensures department is adhering to company policies and procedures. Develop a highly motivated results driven team that is action oriented. Oversee Card Services which includes Reg E Dispute Processing, Card Fraud Management, and Card Operations and Services.

ESSENTIAL DUTIES:

• Practice CBC core values:

• Make It Right-CBC pledges to do the right thing for our credit union by providing the greatest benefit possible to our members and our community.

• Make It Easy-CBC pledges to provide easy financial solutions, convenient locations, efficient service and simplified processes.

• Make It Personal-CBC pledges to nurture deep, personal relationships with members, based on their individual needs and preferences.

• Core Operations:

• Manage credit and debit settlement processes to ensure accuracy and compliance.

• Oversee corporate card programs, including issuance, maintenance, and employee status management.

• Handle balance transfers, travel notices, and report address changes through systems like Springboard.

• Reconciliation of credit card payments through various channels such as in branch, online, and mail.

• Card Management:

• Direct the process of ordering replacements for lost/stolen cards and creating new accounts as required.

• Conduct regular reviews of card program policies, including certifications, limit increases/decreases, and margin rate changes.

• Oversee inventory management for card stock and supplies.

• Dispute Resolution:

• Lead the resolution of debit and credit card disputes, including origination, posting adjustments, and closing the dispute case process with general ledger postings.

• Manage ATM dispute resolutions in collaboration with related departments.

• Lead the resolution of bin attacks and other fraudulent scenarios through identification of affected cards, blocking cards, member notification and card reissue.

• Reporting and Compliance:

• Prepare and review Quarterly Operating Certificate Reports.

• Ensure all card services operations comply with relevant regulations and credit union policies.

• Member Service:

• Troubleshoot card-related issues to provide prompt resolutions for members.

• Adjust and handle nonmember transactions/disputes with a focus on maintaining member trust and credit union reputation.

• Maintain address or member related changes that occur in core operating system within card management system like Springboard.

• Review non-reissues and decide which cards should be reissued.

• Strategic Initiatives:

• Develop and execute campaigns and promotions to increase card usage and member engagement.

• Cultivate and manage vendor relationships to enhance service offerings and technology solutions.

• Implement strategic initiatives in response to analytics and market trends.

• Partner with technology and develop enhancements, executing efficiencies, improving client experiences, ensuring alignment in design and execution with vision and strategies.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES: The requirements listed below are representative of the knowledge, skills and ability required of an individual to satisfactorily perform the essential duties of this job.

• Extensive knowledge of payment processing, card services operations, and financial regulations.

• Demonstrated ability to lead a team in a dynamic and regulatory environment.

• Strong analytical skills for effective decision-making and problem-solving.

• Excellent communication skills to effectively collaborate with both internal teams and external partners.

• Proficiency in industry-standard software and systems related to card services.

EDUCATION and/or EXPERIENCE:

• Bachelor's degree in Business Administration, Finance, or related field and/or completion of a Credit Union Management program or equivalent experience Master's degree is advantageous.

• A minimum of 5 years of progressive experience in card services management, preferable with a credit union or financial institution is preferred, with a strong background in managing card programs and operations.

• Strong management, leadership, coaching, and mentoring skills.

• Superior level of member service skills and commitment to excellence and organizational goals.

PHYSICAL REQUIREMENTS: The physical demands described below are representative of those that must be met to successfully perform the essential duties of this job. Reasonable accommodations may be provided to enable a team member with disabilities to perform the essential duties.

This position is of light physical activity performing non-strenuous daily tasks. While performing the duties of this job, the team member is occasionally required to stand and walk while conducting training sessions. Speech and auditory capability are essential to delivering and receiving information during training sessions and communicating on a daily basis with team members and leadership. Requires constant use of hands and eyes for computer usage.

OTHER REQUIREMENTS: May be required to travel to other CBC locations. Must possess reliable transportation and a valid California driver's license with current auto insurance.

WORK ENVIRONMENT: Work area is a well-lighted, air-conditioned indoor office setting with adequate ventilation. The noise level is moderate.

WORK SCHEDULE: Workweek will be 40 hours and some overtime may be required. Occasional attendance at meetings before or after scheduled hours may be required. Leadership reserves the right to change any team member's work schedule to meet the operational needs of CBC. Furthermore, leadership reserves the right to reassign any team member, either temporarily or permanently, to work at another CBC location.

TRAVEL: Minimal overnight travel by land and/or air may be required.