Manager - Card Service Operations

TITLE: MGR - CARD SERVICE OPERATIONS

STATUS: EXEMPT

REPORTS TO: SRMGR - CARD SERVICING

DEPARTMENT: CARD SERVICE OPERATIONS

JOB CODE: 6323

PAY SCALE: $113,500.00 - $120,000.00 ANNUALLY

GENERAL DESCRIPTION:

This position manages plans, organizes and directs the Debit/ Credit Card and ATM processing functions and staff to ensure maximum process efficiency, the delivery of exceptional member service, and to ensure sound operational results. This fast-paced environment requires outstanding leadership skills focused on process, project executables, issue resolution and strong knowledge of the card payment ecosystem. The manager should motivate staff to meet and maintain credit union strategic goals and provide the support needed to succeed in providing best possible service levels. You will need a leadership profile with a flexible mindset to inspire and set the example for a sizable staff. Monitors product and service performance makes recommendations for improvement and implement enhancements. Performs competitive analysis, product function cost analysis, and assures that outsourced services are delivered as promised with the best experience for members.

TASKS, DUTIES, FUNCTIONS:

1. Perform or direct activities related to the upkeep of the ATM and card transaction processing networks. Assure coordinated staff effort to proactively address any production challenges including network and vendor performance. Assure the service level agreements are fulfilled and take action when assurances are not met. Work with hardware vendors to assure quick and effective remediation of all issues, support duties and functions.

1. Work with IT Support management, vendors, and staff to maintain a reliable, interactive, and up to date ATM functionality that meets members’ needs and provides enhanced cardholder possibilities with emerging service opportunities.
2. Manage network and vendor relationships to assure credit and debit card operations, cardholder services, and plastics production are meeting service level agreements and members’ needs to have a completely satisfying experience with their Golden 1 card(s).
3. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
4. Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values.
5. Oversee and direct managerial functions are as follows:

• Operational performance of the ATM/POS networks, including but not limited to Fiserv and Visa networks to provide member service excellence and complete support of business units.
• Assure that SLAs are reviewed and monitored and that vendors are held accountable for failure to meet service commitments.

1. Direct the daily debit and credit card settlement processes.  
2. Direct the daily cash management of the ATM fleet. 
3. Collaborate with external vendors and internal business units.
4. Research and coordinate new technologies related to plastic card services, including tokenization, new card data storage, card security, technology advances related to PIN security, card activation, and use of the card as an identity device.
5. Maintain the Business Continuity Plan as it relates to credit and debit processing, to include documentation, testing planning and compliance. Assure that recovery site(s) are in appropriate state of readiness to accommodate processing when relocation is required, or work with outsourced service providers to assure their plans are tested and viable.
6. Review and implement procedures and policy matters to ensure the security of plastic cards, user authority levels, and test & corporate accounts.

1. Monitor and control:

• Inter-departmental workflows including Regulation E compliance, Regulation Z compliance, Credit Card Act, and preparation of monthly statistical reports.
• Internal policy and procedural controls to safeguard the assets of Golden 1. Monitor/oversee the operational performance of the Credit and Debit Card Services area to provide quality member service. Assist with the yearly budget process.

1. Respond to member complaints and DBO letters. Identify, investigate, and respond to member concerns. Work in concert with the Member Advocacy to respond to member concerns within established guidelines.
2. Communicate and interact with:

• Account Services administration to implement policies and procedures.
• Golden 1 branch offices to assist in problem resolution and information exchange;
• Internal Audit staff on plastic card procedural actions and policies

1. Participate in and provide expertise and managerial direction to assigned projects and project groups.
2. Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.

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

1. Effective oral and written communication skills are required to train staff, make presentations, prepare recommendations, perform analysis, and accomplish other managerial functions.
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment including a printer, adding machine, personal computer, facsimile machine, and telephone.
3. Ability to respond to priority issues outside of standard working hours.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL: Records, Accounting, Security Couriers, Branch and Support Management and staff, IT and Data Center, and Compliance and Risk Management
2. EXTERNAL: Members, peers in financial institutions, and vendors.

QUALIFICATIONS:

1. EDUCATION: Bachelor's Degree in related field or equivalent work experience.
2. EXPERIENCE: 5 years or more of progressive card operations management experience preferred, in a high volume, high visibility, card transaction environment. At least one-year experience in planning, developing and coordinating projects desired.
3. KNOWLEDGE/SKILLS:
   • Strong leadership skills
   • Excellent verbal and writing skills
   • Ability to make objective observations, examinations, evaluations and recommendations
   • Ability to work independently and meet rigid project deadlines.
   • Ability to be flexible, multi-task and manage changing priorities
   • Knowledgeable of Card data processing technology.
   • Maintain a current working knowledge of the established ATM Network and Credit Union rules, regulations, and policy regarding ATM and Debit/Credit Card transaction processing and plastic card production and use.
   • Maintain working knowledge of Golden 1 policies, and procedures.
   • Advanced member relations skills.
   • Advanced verbal and written communication skills.
   • Knowledgeable in personal computer usage, software and databases
   • High analytical and research skills.
   • Effective organizational and time management skills.

PHYSICAL REQUIREMENTS:

1. 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. Ability to travel for business, as needed to attend conferences, seminars, and meetings and to work with remotely located staff members as needed.

LICENSES/CERTIFICATIONS:

None

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE.  HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

Salary : $113,500 - $120,000