AVP Card and ATM Services; On-Site

Job Details

Under the direction of the VP of Electronic Services, the AVP of Card and ATM Services is responsible for maintaining and overseeing the debit/credit card portfolio, including disputes, ATMs/Interactive Teller Machines, and wire transfers. The position requires current in-depth knowledge of credit union services, Visa® guidelines, Regulations Z, Regulation E, Regulation D, and other Federal Regulations and guidelines that govern cards, payments, and digital.

As a proactive leader, the AVP provides a high level of expertise regarding competitor and industry‑related payment systems, products, pricing, practices, and trends. The AVP works collaboratively across all business units to promote continuous improvement of the credit union’s electronic services, offering increased engagement with members through these channels.

• Oversees card and ATM services. This includes strategic and tactical business planning, product development, product and service enhancements, market and competitive analysis, and delivery of member experience.
• Measures, analyzes, and regularly reports on product performance via available metrics in order to better leverage existing and evolving payment solutions to drive credit union growth and member value.
• Develops and maintains strategies, policies, and plans that support the Credit Union’s business objectives and evaluates progress on a regular basis. Proactively keeps Vice President informed and removes obstacles that prevent the department from reaching business goals and objectives.
• Maintains knowledge of emerging card trends. Monitors and analyzes competitive market trends affecting area of responsibility including but not limited to product offerings and specials; recommends appropriate action. Builds strategies to combat competitive threats and increase share of wallet.
• Collaborates with other departments to ensure member facing employees are armed with knowledge to educate members and showcase the products and services available.
• Oversee compliance with network reporting requirements on a daily, monthly, quarterly, and annual basis.
• Serves as a tactical contact with internal resources and related third‑party vendors to generate requests and resolve issues/bugs for enhancements, upgrades or custom requests as identified. Works to maximize the value members receive from the tools and capabilities we offer members.
• Regularly partners with Marketing resources to promote the credit union’s evolving brand through increased marketing efforts, member engagement, maintenance outages and feature awareness.
• Demonstrates the ability to keep abreast of latest trends through brand involvement and meaningful research on what is best suited for the credit union and its members.
• Consistently leverages data and analytics to have a strong understanding of assigned areas to make decisions and strategic recommendations.
• Provides necessary documentation in a timely manner to support periodic internal and external audits.
• Provides leadership to assigned employees and establishes programs to support, mentor, and develop them. Hires, coaches, evaluates, and disciplines staff.
• Maintains excellent member service levels and troubleshoots related member user support issues to resolution. Exhibits complete communication lifecycle on the credit union mandated internal systems (JIRA, Synapsys, etc.).
• Develops and/or updates terms and conditions, policies, and procedures related to card services and payments.
• Conducts formalized and ad‑hoc training for card, and ATM/ITM products.
• Knowledgeable concerning applicable rules and regulations governing card product and payments channels.
• Responsible for preparing budget where card, payments, and digital products, services, and tools are concerned.
• Other duties as assigned.

Directly manages the Manager of Card and ATM Services, and Manager of Dispute Resolution. Is responsible for the overall direction, coordination, and evaluation of these employees. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include…