Fraud and Card Services Manager

Position Purpose

Uphold the Credit Union's mission of "We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve." by delivering exceptional digital member experiences. This role provides oversight of fraud prevention, debit and travel card services, member communications, and day-to-day operational activities. It emphasizes accuracy, compliance, and operational efficiency across reporting and systems, while cultivating a collaborative team environment through effective onboarding, development, support, and inclusive practices.

Essential Responsibilities

• Manages daily operations of the Fraud & Card Services team, providing ongoing guidance and support for job-related functions. Conducts performance appraisals and completes required employee documentation. Coordinates departmental workflows to ensure member needs are met promptly and internal tasks are completed efficiently and within established timelines.
• Collaborate with ITS on system updates and testing.
• Stays informed on compliance issues affecting both the department and the Credit Union as a whole, ensuring accurate and timely communication of relevant information.
• Communicates with credit union staff regarding fraudulent activity and emerging scams to enhance support for both members and employees.
• Oversees adherence to departmental and organizational procedures to ensure alignment with current compliance requirements. Updates procedures when applicable.
• Monitors the overall performance and status of the Fraud & Card Services area and the organization, and reports improvement opportunities and recommended changes to the AVP of Digital Services and AVP of Deposit Operations. Actively seeks innovative solutions to address business challenges.
• Coaches and mentors staff while providing operational backup support as needed to ensure continuity and effectiveness.
• Maintains an effective and up-to-date working knowledge of the Credit Union's products and services, including their technical components.
• Maintains a broad understanding of Credit Union departmental functions and workflows to effectively resolve member needs on the first call whenever possible.
• Ensures accurate and timely completion of the Visa Quarterly Operating Certificate in accordance with requirements.

Necessary Experience and Qualifications

• • Demonstrated prior leadership or management experience in card services, fraud operations, or a related financial services environment.
  • Ability to read, write, and understand detailed instructions and communications, and perform basic math calculations (whole numbers, fractions, and decimals).
  • Ability to operate an online computer terminal, including proficiency with Microsoft Word and Excel, the core computer system, Velocity, email, and an adding machine, as typically acquired through basic training or 1-3 months of on-the-job experience.
  • Comprehensive knowledge of the products, services, and procedures needed to process transactions as normally acquired through three to six months of on-the-job experience.
  • Ability to concentrate on and pay close attention to detail for over 75% of work time. Must be able to closely examine documentation. Requires a high degree of accuracy.
  • Analytical ability necessary to research and resolve member problems and determine the appropriate course of action.
  • Demonstrates strong interpersonal and communication skills to effectively support a diverse member base, including navigating sensitive and high-stress situations with diplomacy, empathy, and professionalism. Applies active listening and persuasive skills to resolve issues and promote appropriate products and services.
  • Ability to exercise a high degree of independent judgment when addressing member concerns. Must be supportive of the overall business objectives.
  • Ability to remain in a stationary position or work within a confined area for extended periods, with occasional movement (up to 10% of the workday) to distribute correspondence or perform related tasks.
  Work Environment and Physical Requirements
  • Available to work a shift as early as 7:00am or as late as 7:00pm
  • Frequent use of telephone, computer, webcam, and other office machines
  • Prolonged sitting or standing
  • Frequent mental end visual concentration

Work Environment and Physical Requirements

• Available to work a shift as early as 7:00am or as late as 7:00pm
• Frequent use of telephone, computer, webcam and other office machines
• Prolonged sitting or standing
• Frequent mental and visual concentration

NOTE: This job has the potential to work from home, contingent upon supervisor approval. Approval will be based on the Work From Home Policy eligibility requirements as well as the department needs.

The above statements are intended to describe the general nature and level of the work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, or requirements.

Capital Credit Union is an Equal Opportunity Employer. We participate in E-Verify. Click the Learn more about Capital Credit Union link below for more information, as well as information on employee rights under the Family Medical Leave Act and the Employee Polygraph Protection Act.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.