Director of Card Services

Role: 

Under general supervision, but following established policies and procedures, the Director of Card Services leads the operations of Cards Services. Responsible for overseeing the daily operations including, but not limited to, Debit and Credit Cards, and future implementations of card processes. Remains cognizant of and adheres to credit union policies and procedures, and regulations pertaining to the Regulation E and Bank Secrecy Act. Performs other duties as assigned by the AVP of Payments. Perform duties and responsibilities in accordance with The Apple Way principles, of Team Up, Challenge Yourself, Own It, Serve with Purpose.

Essential Functions & Responsibilities:

• Lead and develop the team that are responsible for the end-to-end operations for all Card Services processes. Develop, recommend and implement goals, standards, policies and procedures for the teams. Create a best-in-class environment delivering clear goals, career paths and development for staff.
• Continuously look for ways to improve processes, both in terms of procedures and use of technology and systems to ensure continuous efficiency, member service improvements and reduction of errors. Consistently analyze, measure and track the team’s performance. Recognize and manage risk within the functional area.
• Directly manage third-party relationships with vendors and service providers, including issue escalation and resolution, contract and product evaluations. Manage relationships with all vendors to ensure agreement SLA’s are met on a regular basis.
• As an expert in card processing and issuance, provide technical guidance, set priorities, and oversee complex issues, including member disputes. Ensure compliance with all regulatory and compliance requirements, directly engaging in regulatory exams and policy implementations, as may be required.
• Collaboration with line-of-business managers/leadership to actively improve the Credit Union's payments and payment processing functions: ensuring quality member service, product competitiveness, profitability, portfolio quality, and regulatory compliance. 
• Effectively communicate regular business performance, vendor status and strategic initiative updates to the AVP of Payments.

Experience:

Minimum of ten years financial institution experience, including five years in managing Operational teams. 3 or more years of Card Service Operations experience; managing complex disputes, chargebacks, reconciliations, and regulatory requirements (rules, Regulation E, Reg Z). Experience in developing strategies, with analytical skills and decision making. 

Education:

Bachelor's Degree in a related field or equivalent work experience.

Other Skills:

Strong problem resolution and process improvement skills. 
Structured thinker with strong written and verbal communication skills. 
Demonstrated knowledge of policies, procedures, regulations and legislation.
PC proficient, including MS Office Suite.

The ability to lift 25lbs and utilize standard office equipment including, but not limited to, PC, fax, copier, telephone, etc.
Travel might be required.

*Apple Federal Credit Union values, encourages, and implements diversity in the workplace.*

*As an equal opportunity employer, Apple Federal Credit Union does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.*