Job Description

This position is hybrid

NYC Salary Range - $154,400 - $200,000 annually; compensation is commensurate to geographic location.

• Eligible for an annual corporate incentive
• 401K match of 100% of up to 6% of employee contributions
• Additional company-provided retirement benefit

Responsible for overseeing all aspects of UNFCU’s payment card operations, with a focus on protecting, optimizing, and stabilizing the credit union's card exposure
Ensures member satisfaction through seamless transaction completion while safeguarding against financial losses and reputational risks related to potential card industry compromise events
Drives operational excellence and strategic initiatives, balancing member needs with sound financial decision-making
By fostering teamwork and cultivating a challenging yet rewarding environment, this role enhances the effectiveness of the Global Cards Solutions team and contributes to the overall success of the credit union.

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• Analyze the current operational environment and partner with quality assurance team to recommend process improvements, ensuring that documented procedures are adhered to.
• Oversee ATM reconciliation, credit card payment processing, NSF processing, and other activities to maintain operational integrity and compliance.
• Execute and monitor all phases of card issuance operations, including card production, personalization, activation processes, balance transfers, fulfillment management, and handling cardholder inquiries.
• Manage technical interactions with third-party processing vendors to ensure accurate transmission of card processing files and resolve operational issues promptly.
• Implement effective monitoring systems to track performance metrics and operational efficiencies, developing standard operating procedures (SOPs) and conducting regular audits to ensure compliance with regulatory requirements.
• Act as a primary liaison with third-party vendors, including but not limited to Fiserv, DNA, Visa, Thales, Velera, and Star, maintaining contracts and compliance documents while fostering strong relationships to enhance service delivery and operational efficiency.
• Leverage vendor partnerships to drive improvements in transaction processes, negotiate favorable terms, and manage the RFP process to ensure alignment with business objectives and performance standards.
• Collaborate with vendors on best practices, industry trends, and technological advancements to continuously enhance card operations and member experiences.
• Ensure world-class member service through efficient execution of key tasks, including statement delivery, card ordering, dispute resolution, and fraud claim processing.
• Actively gather and analyze member feedback through Qualtrics member satisfaction surveys to identify areas for improvement and enhance service offerings.
• Serve as a subject matter expert on transaction flows for credit and debit cards and ATMs while providing technical guidance to internal partners in branches and member service areas on operating procedures.
• Collaborate with internal and external partners to troubleshoot and resolve operational issues, providing guidance and support as needed.
• Collaborate with internal audit, risk, legal, compliance, and vendors to assure preparedness for regulatory compliance, ensuring processes and documentation align with regulatory requirements, including PCI DSS standards.
• Implement robust fraud monitoring and prevention strategies to safeguard against financial losses.
• Plan, organize, and direct card activities to meet the Credit Union’s strategic objectives and targeted business results.
• Partner with the FVP, Global Cards Solutions on departmental budgeting, staff development, network participation, and compliance with all regulations.
• Monitor, coach, evaluate, motivate, and develop team members; create a climate for teamwork.
• Provide ongoing training and support to staff to ensure seamless operations and effective member service delivery.
• Complete performance management activities in a timely manner and provide leadership and guidance for oversight of Global Cards Solutions operations.
• Perform other duties as assigned, demonstrating flexibility and a willingness to take on tasks that contribute to the overall success of the Global Cards Solutions team and the Credit Union.
• Ensure compliance with federal and state laws and regulations and uphold UNFCU’s Code of Ethics & Business Conduct.

• Bachelor’s degree and 10-15+ years of progressive experience in a financial services environment with a concentration in card operations, at least 5+ of which were in a leadership role
• Vendor management experience

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