Manager - Card Services

MECU is a not-for-profit financial institution committed to helping its members and community by offering high-quality financial products and services.

MECU’s success in empowering our members to improve their financial well-being and live better dates back to 1936. We seek service-oriented professionals that will be champions for our members, treat everyone with respect find ways to assist our members/co-workers and help our community be a better place to live.

Our goal is to provide the absolute best member experience in all interactions and is the number one factor that we use to differentiate ourselves from our competition.

Provides daily management and support for all activities (consumer and business) in debit and credit card servicing and operations including service delivery, financial settlement, reconciliation, and account maintenance. The manager will perform staff development, conduct performance reviews and develop higher levels of expertise in the staff through training and education. This position will provide overall guidance and support for systems including fraud detection and protection, dispute processing and member experience within the channel.

Perform periodic review of system access (for various systems) for internal team members. Maintains current in-depth knowledge of debit/credit processes Visa guidelines, Regulation Z, Regulation E, and other Federal Regulations that govern cards operations.

This role serves as a cards expert and administrator for responsible systems. Ensures compliance with federal/state regulation and Credit Union policies and procedures. Executes and monitors all respective internal controls, ensuring efficient/effective activities that support the Credit Union's objectives, while adhering to applicable laws, regulations and Credit Union policies in promoting fiscal responsibility to benefit our members.

Directs staff to include training, timekeeping function, coaching, performance reviews and setting of goals. Helps maintain a cohesive working relationship with departments outside of the area. Coordinates within the unit to ensure that the team is familiarized with company standards, lending policies and procedures and escalates issues that cannot be resolved. Uses sound judgment when to elevate issues. Keeps business unit management informed of staff accomplishments, issues and status.

• Oversee daily card operations including settlement, reconciliation, and exception processing
• Serve as primary liaison for fraud strategy and vendor partnership (Velera Enhanced Fraud Services)
• Monitor fraud trends and implement loss mitigation strategies
• Ensure compliance with Regulation E, Regulation Z, and card network rules
• Lead dispute processing and resolution activities
• Develop and manage team performance, training, and succession planning
• Establish and monitor KPIs and service levels
• Support strategic initiatives (Zelle, RTP, payments modernization)
• Provide input for department dashboards and KPIs
• Support internal audit and examiner requests
• Supports other duties as assigned, ensuring timely resolution of escalations and service levels are met for the department. Perform other duties as assigned or requested.

Required:

• Strong knowledge of Regulation E and Regulation Z
• Ability to analyze transaction patterns and risk indicators
• Excellent documentation and decision-writing skills
• Ability to handle escalated member situations
• Strong analytical, leadership, and decision-making skills
• Prior experience as team lead, supervisor, or manager in a cards operations area
• Knowledge of card fraud schemes
• High school diploma or equivalent

• Experience with Zelle disputes
• Experience with fraud case management systems (Centrix, Verafin, etc.)
• Experience with digital banking platforms
• Experience with Fiserv DNA core banking system
• Knowledge of Visa Network
• CAFP — Certified AML and Fraud Professional
• Payments Risk Professional (PRP)
• Operational Management
• Leadership Development
• Time Management
• Analysis
• Communication
• Influence
• Problem Solving
• Flexibility
• Team building
• Conflict Management
• Human…