Card Services Manager

Role:

Provide direct leadership and supervision to the Card Disputes and Card Servicing teams. Oversee all card-related fraud detection, investigation, dispute resolution, and loss-mitigation activities for debit, credit, and ATM cards, as well as all non-fraud card servicing operations including card inventory management, stock control, travel notifications, card suppressions, and other card-related member support. Ensure 100% regulatory compliance with Regulation E, Visa and Pulse operating rules, and internal policies while minimizing financial losses, maintaining card program integrity, and delivering exceptional member experience.

Essential Functions & Responsibilities:

Supervise, coach, and develop the Card Disputes Representative(s) and Card Servicing Representative(s). Responsibilities include hiring, training, scheduling, performance reviews, and quality assurance reviews of fraud investigations, disputes, card servicing activities, and documentation.

Oversee daily card operations: monitor and ensure timely investigation and resolution of card fraud cases and disputes within required SLAs and regulatory timelines (Regulation E and network rules). Serve as the final escalation point for complex or high-dollar card fraud and servicing matters. Actively participate in monitoring, identifying, and stopping card-related fraudulent activity as needed.

Manage card program support functions including card inventory and stock management, travel notifications, card suppressions/activations, and resolution of other card-related issues to ensure operational efficiency and member satisfaction.

Monitor team and departmental performance metrics, including card fraud loss rates, recovery rates, dispute win/loss ratios, provisional credit accuracy, card servicing turnaround times, and compliance adherence; implement corrective actions where required.

Identify emerging card fraud trends and typologies; recommend and implement detection rule enhancements, policy updates, and system configurations in Verafin, card management platforms, and related tools; coordinate testing, rollout, and evaluation of new prevention strategies in collaboration with vendors and internal partners.

Perform other duties as assigned and remain current on evolving fraud typologies and regulatory changes.

Performance Measurements:

1. The Card Servicing team achieves 100% compliance with all regulatory timelines and requirements (Regulation E, Visa, Pulse, and network rules) with zero monetary penalties or examination findings.
2. Card fraud loss rate and net loss ratio meet or fall below annual budgeted targets.
3. Team dispute win/loss ratios, recovery rates, and card servicing metrics consistently meet or exceed department and industry benchmarks.
4. Proactive trend analysis, rule enhancements, vendor collaborations, and process improvements result in measurable year-over-year reductions in card fraud attempts or losses.
5. Accept individual accountability and responsibility for success of FSCU which includes meeting assigned goals/ projects. 

Knowledge and Skills:

Experience: Three years to five years of similar or related experience.

Education: (1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., information technology certifications in lieu of a degree).

Interpersonal Skills: Strong leadership and coaching skills; frequent contact with staff, senior management, members (in distress), law enforcement, and regulators. Must excel at motivating teams during high-pressure events while maintaining professionalism and empathy.

Other Skills: Expert knowledge of Regulation E (electronic transfer error resolution), Visa and Pulse operating regulations, and applicable card network rules. Advanced proficiency with fraud platforms (Verafin or equivalent), card management systems, digital banking platforms, core processing systems, and related tools. Proven ability to analyze card fraud data, manage card program operations, prepare executive-level reports, and implement effective detection and prevention strategies. Strong vendor management, project management, decision-making, and prioritization skills in a fast-paced environment. Excellent written and verbal communication skills for executive reporting, training, and member correspondence.

Physical Requirements: Standard office environment; occasional extended hours during major fraud events or compromises.

Work Environment: Professional office setting with the need for calm, decisive leadership during crisis situations.