Card Investigations - Card Investigations Program Administrator

TITLE: CARD INVESTIGATIONS PROGRAM ADMINISTRATOR
STATUS: EXEMPT
REPORTS TO: MGR - CARD INVESTIGATIONS
DEPARTMENT: CARD INVESTIGATIONS
JOB CODE: 11118

PAY RANGE: $70,400.00 - $85,000.00 ANNUALLY

GENERAL DESCRIPTION:

Supports the Manager, Card Investigations and the Director of Fraud Services with the development, implementation, and management of assigned projects including, but not limited to new products and product enhancements, system/report enhancements, and promotions. Is a Credit Union subject matter expert on most card investigation related items and dispute system configurations and management. Collaborates with various professionals throughout the organization such as IT programming, Risk and Compliance, Card Operations, and the Project Management Office to provide criteria, direction, and background of initiatives. Keep Card Investigations team informed of all Visa and Regulatory changes that effect their position. 

TASKS, DUTIES, FUNCTIONS:

1. Responsible for maintaining all Card Investigations-related service levels and regulatory requirements are met. This includes providing management updates on internal service levels, KPIs, QA scores and overall health of Card Investigations program. 
2. Assist with defining the project scope and objectives for Card Investigations-initiated projects, and promotions and develops detailed work plans, schedules, project estimates, resource plans and status reports, in order to meet the Credit Unions current and future strategic initiatives for Card Investigations, operating expenses, and compliance. 
3. Complete research, analysis, and recommendations on system enhancements to improve existing workflows and system navigation.
4. Maintains a thorough understanding of state and federal and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. 
5. Document project activities, follow-up and resolve problem situations, update management on progress and problem situations. Make recommendations to management based on research and analysis results. 
6. Participates in project meetings and is responsible for project tracking and analysis for Card Investigations-initiated projects.
7. Responsible for daily system administration tasks that include assigning security permissions, add & modify users, and other related tasks for Visa Online, Dispute System, Case Management, Client Central, Single Point Corrections, and Springboard.  Auditing of the current user report for shell additions and/or change. Assist with testing and validation system enhancements.
8. Create/update departmental procedures and assist Retail admin with Branch and Contact Center procedures, FAQ, weekly updates/reminders related to Card Investigations.  
9. Assist with RFP responses. Provide cost benefit analysis and proposed responses to various RFP concerns.
10. Perform liaison functions with external contacts, processors, vendors, and associated organizations. 
11. Responsible for vendor management and service levels. 
12. Assume related responsibilities as required. 
13. Interface with programmers on card services initiatives; giving direction on requirements, testing and implementation.
14. Back-up and work in conjunction with the teams Senior Specialist to help assist and lead technicians and Specialist with training and coaching and development opportunities.  
15. Lead department project using the project management program in place of a corporate manager.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

1. Effective oral and written communication skills.
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone. 
3. Must work independently with minimal direction and exhibit own initiative.
4. Effective project management skills are required to manage the implementation of projects, prepare recommendations, perform analysis, and to accomplish other project management functions as listed.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL:  All levels of staff, IT programmers, Project Management Office, Senior Managers.
2. EXTERNAL:  Vendors, suppliers and other financial institutions.

QUALIFICATIONS:

1. EDUCATION: Bachelor’s degree in Business, Finance or related field or equivalent work experience.
2. EXPERIENCE: 2 or more year’s project management or project management support and experience in a card services environment and processing platforms preferred. Exposure to process development/improvement methodologies.
3. KNOWLEDGE/SKILLS:
• Keeps abreast of established Card Investigations and Credit Union rules, regulations, policies, and practices.  Strong personal computer skills
• Independent work methods
• Oral and written communication and numerical skills.
• Ability to read, analyze, and formulate business processes.
• Must be able to apply analytical skills and processes to problem solving in assigned projects
• Ability to define problems, collect data, establish facts and draw valid conclusions. 
• Ability to formulate ideas and recommendations both orally and in writing for presentation to management. Experience with Credit Card systems and software. Experience with MS Project Software desired.

PHYSICAL REQUIREMENTS:

1. Prolonged sitting throughout the workday with occasional mobility required.
2. Corrected vision within the normal range.
3. Hearing within normal range.  A device to enhance hearing will be provided if needed.
4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
5. Unusually long work hours may be required to accomplish assigned tasks.
6. Occasional local and statewide travel by car or public conveyance

LICENSES/CERTIFICATIONS: None

THIS JOB DESCRIPTION PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE’S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION’S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME.

REV. 01/14/2026

Salary : $70,400 - $85,000