Card Services Manager

Card Services Manager The salary range for this position is $58,920.89 to $73,651.12 based on skills and experience. This position is classified as On-site. Scope As a dedicated member of the OnPath FCU team, this role performs a variety of tasks that in partnership with the surrounding departments provide cost effective financial services for the benefit of our members who are our primary focus. Our core values are what make us E.P.I.I.C. We are Empathetic to the vast situations and needs of our members and to each other. We are Passionate about the financial growth and success of our members. We are Innovative in our ideas and goals to remain at the top of our class in financial services. Our Integrity is not an option. We require our employees to be honest and have strong moral principles. We are Committed to our promise to be the best financial advocates for our members and the communities we serve. Role The Card Services Manager provides leadership and strategic oversight for the Credit Union's debit and credit card programs and Card Services Department. Responsible for leading staff, managing card operations, dispute systems, fraud mitigation, vendor relationships, regulatory compliance, and continuous process improvement. Major Duties and Responsibilities Leadership & Management Manage, coach, mentor, and develop the Card Services team through performance management, training, and career development. Establish departmental goals, performance metrics, and service standards that align with organizational objectives. Conduct performance evaluations, provide ongoing coaching, and address employee performance issues when necessary. Foster a collaborative, accountable, and member-focused culture. Ensure adequate staffing, scheduling, cross-training, and succession planning within the department. Card Program Management Manage the Credit Union's debit and credit card programs from issuance through maintenance and ongoing program administration. Oversee card production, instant issue processes, inventory management, reissuance programs, renewals, and card maintenance. Evaluate and recommend enhancements to card products, services, and payment technologies to improve member experience and operational efficiency. Monitor program performance, transaction trends, and key performance indicators. Dispute & Fraud Management Oversee all card dispute operations, including debit card, credit card, ATM, and ACH disputes where applicable. Manage dispute management systems, ensuring timely case resolution, regulatory compliance, and accurate record‑keeping. Monitor chargeback activity, representment processes, fraud trends, recoveries, and loss mitigation efforts. Ensure provisional credits, claim investigations, and dispute resolutions are completed within required regulatory and network timeframes. Analyze fraud trends and implement strategies to minimize fraud losses while protecting member accounts. Compliance & Risk Management Ensure compliance with applicable federal and state regulations, including Regulations E and Z, card network operating rules, and Credit Union policies. Maintain department procedures and internal controls to support audit readiness and regulatory compliance. Coordinate internal and external audits and implement corrective actions as needed. Monitor operational risk and implement process improvements to reduce financial and compliance exposure. Vendor & System Management Serve as the primary administrator for dispute management platforms and card service systems. Manage relationships with card processors, payment networks, fraud vendors, and third‑party service providers. Coordinate system upgrades, testing, implementations, and vendor initiatives. Monitor vendor performance and service level agreements to ensure quality service delivery. Operational Management Develop, maintain, and improve departmental procedures, workflows, and quality assurance standards. Prepare and analyze operational reports, management dashboards, fraud metrics, dispute statistics, and departmental performance indicators. Identify opportunities for automation, process improvements, and operational efficiencies. Manage department budgets, expenses, and vendor contracts as assigned. Member Service Resolve complex member issues and escalated complaints involving card services, disputes, fraud, and payment transactions. Partner with branch and contact center leadership to ensure consistent service delivery and employee support. Promote a culture focused on delivering exceptional member experiences while balancing operational risk. Knowledge and Skills Experience Five to seven years of card services/electronic payments experience with at least three years of leadership experience. Strong knowledge of debit and credit card operations, disputes, fraud, compliance, vendor management, and Microsoft Office. Education / Certifications / Licenses High school diploma or equivalent required; Bachelor's degree preferred. ADA Requirements Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 25 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6‑8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance. Working Conditions Must be able to routinely perform work indoors in climate‑controlled shared work area with minimal noise. Mental and/or Emotional Requirements Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters. Disclaimers Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. OnPath FCU is an EOE/M/F/Disability/Veteran #J-18808-Ljbffr OnPath Federal Credit Union