Director of Card Services

Overview

Compensation: $100k-$130k based on experience and credentials

Location Type: Hybrid, a flexible work model blending in-office and remote working

Position Type: Full Time

Schedule: Monday through Friday

The Director of Card Services is a leadership role accountable for the end-to-end management of all operations related to ATM/Debit Card and Credit Card services. This role bridges strategic growth with operational execution by owning portfolio health, member experience, and risk/compliance outcomes across the card lifecycle. The director ensures that products are secure, compliant, and profitable, while driving operational excellence and innovation across digital wallets, contactless, and emerging fintech solutions (e.g., tokenization and network token provisioning).

Key responsibilities include evaluating Card Services policies, procedures, products, and programs to ensure compliance with applicable laws and regulations, including internal policies and procedures.

• Oversee all day-to-day operations of ATM/Debit Card and Credit Card product departments
• Participate in the implementation of products and services that meet the needs of credit union members in relation to the ongoing operations of the ATM/Debit Card Services and Credit Card departments
• Build and sustain partnerships with payment processors, financial institutions, industry groups, and other critical vendors
• Serve as primary liaison with card networks and third‑party processors (e.g., TSYS, FIS, Fiserv); negotiate contracts, manage pricing, and govern SLAs
• Review the functionality and efficiency of the team and vendors to ensure maximum efficiency and value of the portfolio
• Lead the day‑to‑day card lifecycle operations: BIN management, issuance, activation, authorization, settlement, reconciliation, disputes/chargebacks, and portfolio maintenance
• Serve as a liaison during internal and external audits, providing documentation, support, and tracking remediation to closure, and sustaining strong control of health across the cardholder data environment (CDE) in alignment with Suncoast’s PCI program objectives
• Create and distribute internal communications regarding situations potentially affecting the operations of other internal stakeholder groups
• Assist the Vice President with monitoring the profitability and performance of card portfolios to maintain reports and recommend modifications to increase usage, penetration, program profitability, and operational KPIs; leverage data to make recommendations for authorization/decline rates
• Ensure strict adherence to Card Services Division compliance requirements, including, but not limited to, PCI DSS, network mandates, Reg E/Z, UDAAP, and related federal/state regulations; maintain evidence, testing cadence, and audit readiness
• Evaluate Card Services policies, procedures, products, and programs to ensure compliance with applicable laws and regulations and to increase operational efficiency and effectiveness; recommend changes where appropriate
• Assess the risk potential of current procedures and institute new programs and procedures with internal controls that minimize loss exposure
• Monitor and analyze payment performance metrics, including fraud rates, chargebacks, and return rates, and develop Key Risk Indicators (KRIs) for reporting to credit union leadership and industry partners
• Ensure new and changed policies and procedures are understood, implemented, and properly communicated to all impacted departments and staff, and support the creation of additional training when required
• Oversee enterprise fraud strategy for cards (prevention, detection, recovery), dispute resolution, and loss governance; partner with 1st/2nd line risk and Legal
• Assist in the development of Card Services Develop compliance, new account/enhancement, and continuing education training programs
• Assist the Project Management Office with Card Services projects; build, develop, and grow any business relationships vital to the success of the project
• Oversee the Card Services Division in the absence of the Vice President
• Manage staffing models of each team to adhere to credit union needs and efficiency requirements
• Build,…