Manager - Card Services

Job Description

Job Description

COMPANY SUMMARY:

MECU is a not-for-profit financial institution committed to helping its members and community by offering high-quality financial products and services.

MECU’s success in empowering our members to improve their financial well-being and live better dates back to 1936. We seek service-oriented professionals that will be champions for our members, treat everyone with respect find ways to assist our members/co-workers and help our community be a better place to live.

WE NEVER COMPROMISE THE MEMBER EXPERIENCE - our goal is to provide the absolute best member experience in all interactions and is the number one factor that we use to differentiate ourselves from our competition.

Position Summary:

Provides daily management and support for all activities (consumer and business) in debit and credit card servicing and operations including service delivery, financial settlement, reconciliation, and account maintenance. The manager will perform staff development, conduct performance reviews and develop higher levels of expertise in the staff through training and education. This position will provide overall guidance and support for systems including fraud detection and protection, dispute processing and member experience within the channel. Perform periodic review of system access (for various systems) for internal team members. Maintains current in-depth knowledge of debit/credit processes Visa guidelines, Regulation Z, Regulation E, and other Federal Regulations that govern cards operations.

This role serves as a cards expert and administrator for responsible systems. Ensures compliance with federal/state regulation and Credit Union policies and procedures. Executes and monitors all respective internal controls, ensuring efficient/effective activities that support the Credit Union's objectives, while adhering to applicable laws, regulations and Credit Union policies in promoting fiscal responsibility to benefit our members.

Directs staff to include training, timekeeping function, coaching, performance reviews and setting of goals. Helps maintain a cohesive working relationship with departments outside of the area. Coordinates within the unit to ensure that the team is familiarized with company standards, lending policies and procedures and escalate issues that cannot be resolved. Uses sound judgment when to escalate issues. Keeps business unit management informed of staff accomplishments, issues and status.

Essential Duties and Responsibilities:

• Oversee daily card operations including settlement, reconciliation, and exception processing
• Serve as primary liaison for fraud strategy and vendor partnership (Velera Enhanced Fraud Services)
• Monitor fraud trends and implement loss mitigation strategies
• Ensure compliance with Regulation E, Regulation Z, and card network rules
• Lead dispute processing and resolution activities
• Develop and manage team performance, training, and succession planning
• Establish and monitor KPIs and service levels
• Support strategic initiatives (Zelle, RTP, payments modernization)
• Provide input for department dashboards and KPIs
• Support internal audit and examiner requests
• Supports other duties as assigned, ensuring timely resolution of escalations and service levels are met for the department. Perform other duties as assigned or requested.

Qualifications:

Required:

• Strong knowledge of Regulation E and Regulation Z
• Ability to analyze transaction patterns and risk indicators
• Excellent documentation and decision-writing skills
• Ability to handle escalated member situations
• Dispute case management
• Strong analytical, leadership, and decision-making skills
• Prior experience as team lead, supervisor, or manager in a cards operations area
• Knowledge of card fraud schemes
• High school diploma or equivalent

Preferred:

• Bachelor’s degree
• Experience with:
  Zelle disputes
  • Fraud case management systems (Centrix, Verafin, etc.)
  • Digital banking platforms
• Fiserv DNA core banking system
• Velera card management platform
• Knowledge of Visa Network
• CAFP — Certified AML and Fraud Professional
• Payments Risk Professional (PRP)

Competencies Required:

• Operational Management
• Leadership Development
• Time Management
• Analysis
• Communication
• Influence
• Problem Solving
• Flexibility
• Teambuilding
• Conflict Management
• Financial Management
• Human Capital
• Creativity/Innovation

COMPENSATION:

Salary Range, depending on experience and qualifications

• $67,415 - $101,175

Benefits at MECU Credit Union:

At MECU, we prioritize the well-being and growth of our employees by offering a comprehensive benefits package that includes but not limited to:

• Medical, Dental, and Vision Coverage: Plans are available for both employees and their families to ensure comprehensive health coverage.
• 401(k) Plan with Employer Match: Secure your financial future with our competitive 401(k) plan, including an employer match to help you save more for retirement.
• Company-Paid Insurance: We provide company-paid short-term disability, long-term disability, and life insurance to give you peace of mind.
• Tuition Assistance: Continue your education and professional development with our tuition assistance program.
• Employee Assistance Program (EAP): Access confidential support for personal and professional challenges through our EAP.
• Parking Discounts: Enjoy discounted parking to make commuting easier.
• Long-Term Care Insurance: Prepare for the future with long-term care coverage options.
• Time Off: Take advantage of annual, sick leave, sick and safe leave to recharge and maintain a healthy work-life balance.

Join MECU and enjoy benefits that truly support you and your family.

Work Location and Physical Demands:

This position is located at Corporate Headquarters. Employees in this role may apply for a hybrid work schedule after the successful completion of their 90-day conditional period. Approval is subject to performance, department needs, and manager’s discretion.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this position, the successful candidate is regularly required to sit; use hands and fingers to handle objects, tools, keyboards or controls; talk and hear. The employee is occasionally required to stand, walk, reach with hands and arms and stoop or kneel. Must regularly lift and/or move files and equipment up to 15 pounds and occasionally lift/move up to 25-pound objects. Specific vision characteristics required by this position include close vision, adjust focus, and view a computer screen for extended periods of time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MECU is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

MECU conducts credit, bond and background checks and is an Equal Opportunity Employer.