Card Services Manager

Job Description

Job Description

Position Overview

We are searching for a qualified Card Services Manager to be responsible for the strategic growth and daily operations of the credit, debit, and prepaid cards and the ATM fleet. This leader ensures member satisfaction while complying with complex financial regulations.

This position manages the daily card processing, settlement, new card issuing, and reconciliation of general ledger accounts. Key areas of responsibility include detecting and mitigating fraud, ensuring security of data, and monitoring industry trends. This position is the primary liaison with third-party processors, networks and reward providers. Maintains department compliance with state and federal regulations including NACHA rules and the Bank Secrecy Act (BSA).

This position is an escalation point for complex member disputes, chargebacks and other service issues, ensuring a high-quality member experience.

The Card Services Manager recruits, trains and mentors the card services team, setting performance goals and conducting regular performance reviews while monitoring results. Ensures a trained, motivated and professional staff maintaining positive member relations.

Job Description:

The Card Services Manager is responsible for managing and optimizing efficiency for the Card Services department, including the Credit Union’s Visa Debit/Credit Card, Rewards, Payments, the ATM, member service systems/procedures, equipment, and maintenance. This position will develop and implement Visa Credit/Debit card operations policies and procedures to ensure they meet regulatory guidelines. In this role the Card Services Manager ensures Card Service programs align with strategic and business plans of the Credit Union. The Card Services Manager also provides support, input, feedback, and guidance concerning daily operations for the department. Responsible for marketing initiatives designed to increase card adoption, activation and usage as well as monthly card statement messaging and holiday messaging.

• This role combines leadership, member service, and operational responsibilities. The Card Services Manager guides and supports staff while promoting credit union products and services, maintaining compliance, and upholding the high service standards expected by our member-focused institution. This role requires deep knowledge of card processing systems, dispute resolution, and advanced proficiency in Microsoft Office (especially Excel). Professional certifications in payments or Visa/Mastercard operations are preferred. Regulatory knowledge at the expert level of Regulations E, Z, NACHA rules, The CARD Act, PCI/DSS and BSA/OFAC required. Symitar experience preferred.
• Ensure incoming calls, emails and chats are answered within service levels and member follow up is completed within established standards.
• Updates card and ATM systems, manages daily card systems including PIN maintenance, file maintenance, record storage and card issuance. Maintain inventory at required levels for service. Monitor ATM network for usage, performance and uptime.
• Monitors for suspicious activity, enforcing security measures and ensures compliance with federal and state regulations.
• Responsible for tactful and professional deceased account processing.
• Perform due diligence determined by the vendor management policy and vendor rating.
• Serve at the Global Visa Inc Liaison and ensure that all required reporting is completed on time and accurately. Manage Visa network standards to ensure that Visa Credit/Debit card production meets requirements.
• Implement workflow improvements to the department.
• Resource for and subject matter expert in the Card Services Business Continuity plan.
• May implement new technology like digital wallets.
• Assist with projects at the direction of the COO.
• Performs other duties as assigned.

Excellent opportunity for a dependable professional to join a supportive and engaging work environment. Library of Congress FCU is a successful credit union that serves primarily the employees of the Library of Congress.

Education and Experience

• Education: High School diploma or equivalent required. Bachelor’s degree in finance or business administration preferred.
• Experience: Previous financial experience in card operations management or payment systems area highly desired. Minimum of 3 to 5 years of experience in financial services, specifically in card operations or fraud management, with at least 2 years in a supervisory capacity.

Skills

• Strong analytical, leadership, and communication skills.

• Excellent communication, problem-solving, and organizational abilities.
• High level of integrity and attention to detail.

• Demonstrated ability to work effectively with staff and members.

• Physical Demands: While performing the duties of this job, the employee is regularly required to use the hands to finger, handle, or feel/discern objects, tools, or controls, such as, but not limited to: cash and 10- key calculator. The employee is also required to talk and hear and is frequently required to stand, walk, sit and reach with hands and arms. The employee must occasionally lift, and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

• Work Environment: Office environment within a secure office setting. The noise level in the work environment is usually moderate. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

About Us

Back in 1935, a group of employees from the Library of Congress met to create a credit union to help their coworkers and families get ahead financially. While the credit union has changed over the years the vision of those pioneering library employees remains the same.

Today, the Library of Congress FCU is honored to serve America’s library community. We are here to help you live your best financial life story and we offer a full line of banking services.

As a not-for-profit financial cooperative, we are member-owned and governed by a volunteer board. That’s why we remain focused on service and support of the library community.

We have a 5-star rating from Bauer Financial. We are a financially strong credit union that exceeds peer averages.

The Library of Congress FCU provides employees with competitive compensation, and an excellent benefit package including medical, dental, and vision, an employer matching 401(k) plan, generous paid time off, long term disability insurance, educational assistance and career advancement opportunities.

The Library of Congress FCU conducts credit and background checks. Bottom of Form

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