Card Services Manager

Overview
We are searching for a qualified Card Services Manager to be responsible for the strategic growth and daily operations of the credit, debit, and prepaid cards and the ATM fleet. This leader ensures member satisfaction while complying with complex financial regulations.

This position manages the daily card processing, settlement, new card issuing, and reconciliation of general ledger accounts. Key areas of responsibility include detecting and mitigating fraud, ensuring security of data, and monitoring industry trends. This position is the primary liaison with third-party processors, networks and reward providers. Maintains department compliance with state and federal regulations including NACHA rules and the Bank Secrecy Act (BSA).

This position is an escalation point for complex member disputes, chargebacks and other service issues, ensuring a high-quality member experience.

The Card Services Manager recruits, trains and mentors the card services team, setting performance goals and conducting regular performance reviews while monitoring results. Ensures a trained, motivated and professional staff maintaining positive member relations.

Responsibilities

The Card Services Manager is responsible for managing and optimizing efficiency for the Card Services department, including the Credit Union’s Visa Debit/Credit Card, Rewards, Payments, the ATM, member service systems/procedures, equipment, and maintenance. This position will develop and implement Visa Credit/Debit card operations policies and procedures to ensure they meet regulatory guidelines. In this role the Card Services Manager ensures Card Service programs align with strategic and business plans of the Credit Union. The Card Services Manager also provides support, input, feedback, and guidance concerning daily operations for the department. Responsible for marketing initiatives designed to increase card adoption, activation and usage as well as monthly card statement messaging and holiday messaging.

· This role combines leadership, member service, and operational responsibilities. The Card Services Manager guides and supports staff while promoting credit union products and services, maintaining compliance, and upholding the high service standards expected by our member-focused institution. This role requires deep knowledge of card processing systems, dispute resolution, and advanced proficiency in Microsoft Office (especially Excel). Professional certifications in payments or Visa/Mastercard operations are preferred. Regulatory knowledge at the expert level of Regulations E, Z, NACHA rules, The CARD Act, PCI/DSS and BSA/OFAC required. Symitar experience preferred.

· Ensure incoming calls, emails and chats are answered within service levels and member follow up is completed within established standards.

· Updates card and ATM systems, manages daily card systems including PIN maintenance, file maintenance, record storage and card issuance. Maintain inventory at required levels for service. Monitor ATM network for usage, performance and uptime.

· Monitors for suspicious activity, enforcing security measures and ensures compliance with federal and state regulations.

· Responsible for tactful and professional deceased account processing.

· Perform due diligence determined by the vendor management policy and vendor rating.

· Serve at the Global Visa Inc Liaison and ensure that all required reporting is completed on time and accurately. Manage Visa network standards to ensure that Visa Credit/Debit card production meets requirements.

· Implement workflow improvements to the department.

· Resource for and subject matter expert in the Card Services Business Continuity plan.

· May implement new technology like digital wallets.

· Assist with projects at the direction of the COO.

· Performs other duties as assigned.

Experience

· Education: High School diploma or equivalent required. Bachelor’s degree in finance or business administration preferred.

· Experience: Previous financial experience in card operations management or payment systems area required. Minimum of 3 to 5 years of experience in financial services, specifically in card operations or fraud management, with at least 2 years in a supervisory capacity.

About Us

Excellent opportunity for a dependable professional to join a supportive and engaging work environment. Library of Congress FCU is a successful credit union that serves primarily the employees of the Library of Congress.

The Library of Congress FCU conducts credit and background checks.

Pay: From $68,000.00 per year

Benefits:

• 401(k) matching
• AD&D insurance
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Tuition reimbursement

Education:

• High school or equivalent (Preferred)

Experience:

• banking or credit union : 1 year (Preferred)

Work Location: In person