Electronic Services Manager

Department: Electronic Services (Card Services + Phone Center + Digital Account Delivery)

FLSA: Non-Exempt

Direct Reports: 4 (initially)

Location: On-site

Schedule: Monday–Friday; oversight of after-hours servicing vendor experience and escalation support as needed

Pay Range: $55,000 - $65,000

Position Summary:

The Electronic Services Manager is a hands-on leader responsible for launching and operating a combined Electronic Services Department that includes Card Services, Phone Center account servicing, disputes/chargebacks, fraud intake support, card maintenance, and digital account delivery support. This role owns day-to-day execution, service quality, audit readiness, vendor oversight for after-hours member support, and recurring monthly/quarterly/annual card network reporting. The Manager sets clear standards, builds scalable processes, develops staff, and drives a consistently high member experience through strong ownership, documentation, and continuous improvement.

Essential Functions and Responsibilities

1) Department Leadership and Daily Operations

• Lead daily operations across phone servicing, card maintenance, dispute/chargeback processing, fraud intake support, and digital account delivery support.
• Assign work, manage priorities, and ensure coverage for phone overflow and peak volumes.
• Establish department standards for professionalism, accuracy, documentation, and follow-through.
• Maintain a high level of ownership and accountability across the team.

2) Member Experience and Escalations

• Serve as the primary escalation point for complex member issues across servicing and card-related requests.
• Ensure timely resolution, clear communication, and complete documentation of outcomes.
• Identify recurring pain points and implement fixes to reduce repeat escalations and improve first-contact resolution.

3) Quality Control, Audits, and Risk Controls

• Build and manage a quality control program for key workflows (servicing actions, card maintenance, disputes/chargebacks, and digital account delivery support).
• Ensure audit readiness through maintained logs, evidence standards, exception tracking, and corrective action follow-up.
• Maintain strong controls for member authentication, approvals, and high-risk servicing activities.
• Partner with Compliance/IT/Operations to ensure procedures align with internal controls and vendor/network expectations.

4) Disputes/Chargebacks and Fraud Intake Support

• Oversee dispute/chargeback workflow execution, timeliness, and documentation standards.
• Ensure appropriate intake, routing, and escalation of fraud-related member contacts and cases (in coordination with Fraud functions).
• Monitor trends and implement process improvements to reduce losses and member friction.

5) Digital Account Delivery Support

• Oversee servicing support related to digital account delivery and digital servicing workflows (as defined by the credit union), ensuring accurate execution and member-friendly outcomes.
• Coordinate with internal partners and vendors to resolve workflow gaps and improve digital servicing reliability.

6) Card Network and Operational Reporting

• Own monthly, quarterly, and annual reporting deliverables for Visa and any applicable card network requirements.
• Maintain a reporting calendar, validation steps, back-up coverage, and management review/sign-off.
• Provide leadership with actionable reporting on trends (service performance, disputes, fraud intake themes, member escalations, operational exceptions).

7) After-Hours Vendor Oversight

• Own the relationship and performance management of the after-hours servicing vendor.
• Set expectations, scripts/standards, escalation thresholds, and monitoring routines to protect member experience.
• Drive vendor improvements and hold the vendor accountable to service and quality commitments.

8) Process Improvement and Documentation

• Create, maintain, and continuously improve SOPs, job aids, scripts, and escalation playbooks.
• Identify inefficiencies and implement improvements that reduce rework, errors, and member dissatisfaction.
• Partner with internal stakeholders to improve end-to-end workflows impacted by CMC Flex, Velera, and the Visa platform.

9) People Leadership and Staffing

• Lead and develop a team of 4 (initially), including hiring, onboarding, training, and performance management.
• Conduct regular one-on-ones, coaching, and formal performance reviews.
• Build training plans and cross-training coverage to eliminate single points of failure.
• Hire additional staff as needed to launch and stabilize the department.

Required Qualifications

• 3+ years of experience in credit union/banking operations with direct exposure to card services and/or contact center/account servicing.
• 1+ years of people leadership experience (coaching, performance management, staffing).
• Demonstrated experience building or improving processes, documentation, and audit readiness.
• Strong escalation handling skills with consistent documentation and follow-through.
• Proficiency in operational reporting, tracking, and deadline management.

Preferred Qualifications

• Experience overseeing disputes/chargebacks and card maintenance operations.
• Familiarity with card processing/vendor environments and service-level management.
• Experience supporting digital banking or digital account delivery workflows.
• Experience working in or alongside an after-hours servicing vendor model.

Pay: $55,000.00 - $70,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Experience:

• Call Center : 2 years (Preferred)
• Banking : 1 year (Preferred)

Work Location: In person