Card Services Manager

Card Services Manager

The salary range for this position is $58,920.89 to $73,651.12 based on skills and experience. This position is classified as On-site.

As a dedicated member of the OnPath FCU team, this role performs a variety of tasks that in partnership with the surrounding departments provide cost effective financial services for the benefit of our members who are our primary focus. Our core values are what make us E.P.I.I.C. We are Empathetic to the vast situations and needs of our members and to each other.

We are Passionate about the financial growth and success of our members. We are Innovative in our ideas and goals to remain at the top of our class in financial services. Our Integrity is not an option. We require our employees to be honest and have strong moral principles. We are Committed to our promise to be the best financial advocates for our members and the communities we serve.

The Card Services Manager provides leadership and strategic oversight for the Credit Union's debit and credit card programs and Card Services Department. Responsible for leading staff, managing card operations, dispute systems, fraud mitigation, vendor relationships, regulatory compliance, and continuous process improvement.

• Manage, coach, mentor, and develop the Card Services team through performance management, training, and career development.
• Establish departmental goals, performance metrics, and service standards that align with organizational objectives.
• Conduct performance evaluations, provide ongoing coaching, and address employee performance issues when necessary.
• Foster a collaborative, accountable, and member-focused culture.
• Ensure adequate staffing, scheduling, cross-training, and succession planning within the department.

• Manage the Credit Union's debit and credit card programs from issuance through maintenance and ongoing program administration.
• Oversee card production, instant issue processes, inventory management, reissuance programs, renewals, and card maintenance.
• Evaluate and recommend enhancements to card products, services, and payment technologies to improve member experience and operational efficiency.
• Monitor program performance, transaction trends, and key performance indicators.

• Oversee all card dispute operations, including debit card, credit card, ATM, and ACH disputes where applicable.
• Manage dispute management systems, ensuring timely case resolution, regulatory compliance, and accurate record‑keeping.
• Monitor chargeback activity, representment processes, fraud trends, recoveries, and loss mitigation efforts.
• Ensure provisional credits, claim investigations, and dispute resolutions are completed within required regulatory and network time frames.
• Analyze fraud trends and implement strategies to minimize fraud losses while protecting member accounts.

• Ensure compliance with applicable federal and state regulations, including Regulations E and Z, card network operating rules, and Credit Union policies.
• Maintain department procedures and internal controls to support audit readiness and regulatory compliance.
• Coordinate internal and external audits and implement corrective actions as needed.
• Monitor operational risk and implement process improvements to reduce financial and compliance exposure.

• Serve as the primary administrator for dispute management platforms and card service systems.
• Manage relationships with card processors, payment networks, fraud vendors, and third‑party service providers.
• Coordinate system upgrades, testing, implementations, and vendor initiatives.
• Monitor vendor performance and service level agreements to ensure quality service delivery.

• Develop, maintain, and improve departmental procedures, workflows, and quality assurance standards.
• Prepare and analyze operational reports, management dashboards, fraud metrics, dispute statistics, and departmental performance indicators.
• Identify opportunities for automation, process improvements, and operational efficiencies.
• Manage department…