Card Operations Manager

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.
 
SKILLS
• 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
 
COMPETENCIES
• Accountability and self-management
• Communication
• Effective knowledge
• Innovation and problem-solving
• Teamwork and leadership
 
WORKING CONDITIONS/PHYSICAL DEMANDS
• 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

None

At Members 1st, we look for individuals who will show up as their whole self because we value diversity, inclusion, and belonging, as well as people who believe in the philosophy of, WE>me. To be sure you align with our company mission, vision, values and culture reference the information below.

Company Culture is at Our Core

If there is one concept, we want you to understand about us, it is this. WE. It is a simple little word but means everything here. We think as one. One faM1ly. One community. One place where everyone belongings. Everything we do is in the best interest of all of us.

What WE Believe

Our Missions: WE serve our members, associates, and communities through support, empowerment, and meaningful relationships.

Our Vision: WE are growing our faM1ly by delivering everything they need to live well financially, through all life’s moments and milestones.

Our Values: WE deliver unparalleled experiences through a culture of WE. WE > me. WE are servant leaders- at work and in the communities we serve. WE are financially safe and sound stewards of members dollars. WE are faM1ly.

Join a company that grows with you – personally and professionally

Members 1st provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We are excited to offer a competitive salary for this position. This figure serves as the entry point in our salary range, and there is potential for the actual salary to be higher based on a variety of factors, such as your experience, skills, education, and location. We believe in recognizing and rewarding talent, so our compensation packages are thoughtfully designed to reflect the unique qualifications and contributions of each candidate.