Card Operations Manager

Overview

When you join the Members 1st team, you become part of something much bigger than a credit union. You become part of our faM1ly—a tight-knit bunch with big dreams and even bigger values. It is an exciting time for us as we continue to grow, and we hope that you will choose to grow along with us. Wanting the absolute best for our associates means more than just competitive pay.

It means fantastic healthcare, paid benefits, opportunities for professional advancement and work-life balance - and best of all, a place where you are accepted and respected for your individuality.

When you join the Members 1st team, you become part of something much bigger than a credit union. You become part of our faM1ly—a tight-knit bunch with big dreams and even bigger values. It is an exciting time for us as we continue to grow, and we hope that you will choose to grow along with us. Wanting the absolute best for our associates means more than just competitive pay.

It means fantastic healthcare, paid benefits, opportunities for professional advancement and work-life balance - and best of all, a place where you are accepted and respected for your individuality.

The Card Operation Manager is responsible for overseeing the daily operations of the Card Services Department, including debit and credit card services, card disputes, assist fraud mitigation activities, card fulfillment, vendor coordination, and member support functions. This position ensures operational excellence, regulatory compliance, service quality, and effective risk management while leading a team responsible for card-related servicing activities.

The Card Operation Manager will develop and coach associates, establish performance standards, monitor operational metrics, and ensure timely resolution of member issues while supporting the Credit Union's strategic objectives and commitment to exceptional member service. This role partners closely with Fraud, Contact Center, Lending, Deposit Operations, Finance, Compliance, Digital Banking, and key vendors to support strategic initiatives, improve operational effectiveness, and enhance the overall cardholder experience.

The Card Operations Manager uses data and key performance indicators to monitor department performance, identify emerging trends, manage operational risks, and drive process improvements. This position serves as a subject matter expert for card operations and supports the successful implementation of new products, services, system enhancements, and regulatory changes that contribute to the growth and success of the Credit Union's card portfolio.

• Advanced analytical, problem-solving, and critical thinking skills
• Strong communication, interpersonal and collaboration skills
• Strong skills and managerial knowledge of credit and debit card software Strong knowledge of network operations
• Advanced skills in personal Computer Operations;
  Microsoft Office applications including but not limited to:
  Word, Excel, PowerPoint and Outlook
• Proficient organizational, time management, and planning skills
• Strong knowledge of debit card and credit card operations
• Thorough understanding of card network operating rules and chargeback processes
• Knowledge of Regulation E, Regulation Z, Card Act, and applicable consumer protection regulations
• Proficiency in operational reporting, performance metrics, and process improvement methodologies

• Accountability and self-management
• Communication
• Effective knowledge
• Innovation and problem-solving
• Teamwork and leadership

• Ability to communicate effectively in English, both orally and in writing
• Visually able to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading
• Ability to sit for extended time periods
• Sufficient manual skill for operation of PC keyboard and other standard office equipment
• Ability to travel, including occasional overnight travel
• Ability to exert minimum amounts of force occasionally to lift, carry, push, pull or move objects

5-8 years of related experience; 3-5 years of leadership/management experience