Associate Director, Credit Operations Support

Credit First National Association is a private label credit card bank and the consumer credit division of Bridgestone Americas. The Bridgestone Americas family of enterprises, including CFNA, is comprised of more than 50 production facilities and 55K employees throughout the Americas. We provide the consumer credit solution for the Firestone Complete Auto Care, Tires Plus, and Wheel Works brands, in addition to customized retail credit services for more than 8,000 other tire and automotive retailers nationwide.

At our office in Cleveland, OH, more than 300 professionals gather each day to run a successful private label credit card program. We invest in our community and strongly believe that meaningful commitment to a wide variety of philanthropic organizations builds a better world and a brand that makes us proud.

Customer Support

This position is responsible for a wide range of duties. The associate director is responsible for oversite and strategic management of the day-to-day responsibilities of Operations Audit and Compliance, Correspondence and Dispute Management, Payment Exception Processing, Mail Services, Payments, Credit Reporting and Operational Fraud.

Establish, review, analyze processes, and related performance metrics to ensure accuracy and timeliness for all operations related to support functions. Develop, implement, and ensure the continuous improvement of workflow, operational methodologies, learning and performance, policies and procedures supporting the department. Research, recommend, and implement operational fraud prevention technologies, policies, procedures, and strategies. Utilizes excellent process knowledge to ensure standard operating procedures are aligned and in compliance with all regulatory, legal, contractual, and internal control requirements.

Provides leadership, direction, and support to the Operations Support Team in reviewing, identifying, and implementing new or revised processes and solutions required to ensure successful execution of the business plan. Participates and presents in Credit Operations business reviews. Proficiency in fraud detection, prevention, investigation, and transaction-monitoring environments. Risk and governance leadership, strong understanding of first-line models, ability to balance risk mitigation with customer experience, and commitment to regulatory and organizational standards.

Regularly communicates status of operational fraud performance, and compliance and operational audit findings impacting the Operations Department to the organizational leadership team; recommends improvements and procedural changes as needed. Ensures development and training of department’s teammates to meet performance goals while ensuring compliance with regulatory and company policies. Maintains a strong knowledge of industry trends as related to the areas of the regulatory environment, compliance, audit, operational fraud, and assigned responsibilities.

Partner with various CFNA COEs to identify, shape, and advance performance and financial opportunities for the organization.

• Deep understanding of operations management, compliance, audit, consumer disputes management, fraud, and optimization strategies.
• Ability to translate complex concepts into clear business implications.
• Demonstrated expertise in disputes, chargebacks, payments, and operations.
• Strong analytical and financial acumen.
• Ability to effectively prioritize workload to meet established deadlines and SLAs.
• Ability to work independently and within a team.
• Self-motivated, results-oriented, and able to manage multiple priorities.
• Strong collaboration skills.
• Ability to demonstrate strong verbal and written…