Manager of Credit Card Services

Overview

Compensation: $65,000 - $110,000 based on experience and credentials.

Schedule:

Monday through Friday 8:30 AM – 5:30 PM (flexible hybrid).

The Manager of Credit Card Services is responsible for the overall operation, performance, and compliance of the Credit Card Department. This includes full oversight of all credit card programs and direct leadership of the credit card staff to meet department goals, operational accuracy, and provide exceptional member service. This role also encompasses analytical and governance responsibilities through the Card Services Operations Analyst function, including data analysis, monitoring, reporting, and the development and maintenance of business unit procedures.

This ensures regulatory compliance, operational efficiency, and strong cross-departmental collaboration. An ideal incumbent combines operational leadership, compliance oversight, analytical insight, and team management to ensure the credit card program operates efficiently, accurately, and in full regulatory compliance.

• Manage the daily operations of credit card products and portfolios, including card issuance, transaction processing, settlement & reconciliation
• Serve as the subject matter expert on credit card operations to credit union project teams
• Assist the Card Services Director and Senior Management with planning, implementation, and validation of new systems and processes, including productivity improvements across internal teams
• Manage the day-to‑day relationships with vendor processors, payment networks, and other third‑party service providers, including research requests, ticket submission, files, reports, and invoice validation
• Serve as the initial point of escalation from staff, and communicate widespread issues or additional escalations through the Card Services Director and the Vice President
• Manage the account research, escalations, member and internal support, financial task preparation, operational reporting, and general ledger balancing and research
• Develop, implement and update operational procedures to improve efficiency and accuracy
• Analyze operational metrics and staffing model(s) to create reports for Senior Management, identifying trends, risks and opportunities for process enhancements.
• Implement identified enhancements into the departmental daily operations to ensure accuracy, consistency, and improved member experience
• Work with the Intelligent Automation team on initiatives to streamline processes, reduce manual work, and increase overall efficiency
• Collaborate with IT, risk management, Member Solutions, and Finance/Accounting teams to address operational challenges and implement new technologies
• Identify opportunities to strengthen workflows, elevate performance, and align operations with organizational goals
• Lead, train, and evaluate a team of credit card operations staff, fostering a culture of excellence and continuous improvement
• Issue and oversee corporate credit cards for key credit union personnel, including vice presidents and directors, to support business‑related financial needs
• Provide support with disaster recovery (DR) coordination, including managing rush processes to ensure continuity of credit card operations and maintain a positive member experience during DR events
• Collaborate with the management team and other business units to promote credit card products, reporting, and automation of consumer, business, fixed, and variable rate products
• Assist with financial accounting, balancing, and research of General Ledgers, exceptions, escalations, and write‑offs
• Work closely with other business units to handle escalated member issues, complex inquiries, and system issues, such as Compliance, Internal Audit, Risk Management, and Member Solutions
• Act as the subject matter expert on projects related to or including credit cards in their functionality, CORE releases, and testing of new products and system enhancements
• Responsible for ensuring appropriate rate changes for the variable rate program are implemented in a timely fashion in accordance with changes to index rates
• Supervise the rate change table updates on the core system and data analytics matrix
• Maint…