Assistant Manager of Card Services

Advia Credit Union•Kalamazoo, MI

5d•Hybrid

About The Position

The Assistant Manager of Card Services aids the Manager of Card Services in leading the department by ensuring strong operational performance, regulatory compliance, and consistent service outcomes. This role provides visible leadership, reinforces expectations, and holds the team accountable for performance, compliance, and results while exercising sound judgment within established guidelines. The Assistant Manager oversees department operations, initiatives, and projects for direct reports, driving progress toward established goals and minimizing operational risk. In close partnership with the Manager of Card Services, this role helps plan, organize, and execute Card Services activities while maintaining ownership of assigned responsibilities. The Assistant Manager exercises delegated decision-making authority related to card activity, fraud transactions, and member account actions, escalating issues as required by policy or risk thresholds. This role delivers a high level of service to internal and external members while consistently demonstrating Advia’s core values: Act with Integrity, Drive Progress, Build and Strengthen Relationships, and Keep People at the Core.

Requirements

Three years to five years of similar or related experience, including preparatory experience.
A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.
A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs.
Must be capable of climbing / descending stairs in emergency situation.
Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
Must be able to work extended hours whenever required or requested by management.
Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.
Must be capable of regular, reliable and timely attendance.
Must be able to routinely perform work indoors in climate-controlled private office with minimal noise.
Must be able to perform job functions independently and work effectively either on own or as part of a team.
Must be able to plan and direct the work activities of self and others.
Must be able to read and carry out various written instructions and follow oral instructions.
Must be able to speak clearly and deliver information in a logical and understandable sequence.
Must be able to perform basic financial calculations with extreme accuracy.
Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
Must be able to effectively handle multiple, simultaneous, and changing priorities.
Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Responsibilities

Manages team to maximize productivity, efficiency, and the potential of the human assets of Advia, including goal setting, monitoring performance, coaching, mentoring, training, assuring compliance with regulatory requirements and organizational mission, values, service standards, policies, and work guidelines.
Appraises performance and provides recommendations for promotion, disciplinary action, and termination, as appropriate.
Provides leadership support for team and member service activities, ensuring timely responses to member inquiries and exercising delegated authority to approve or restrict card privileges to mitigate risk and losses.
Contributes to and executes strategic initiatives of the Card Services department by translating goals into actionable plans, monitoring progress, and ensuring measurable outcomes that support membership growth and operational efficiency.
Owns and completes assigned projects within the department scope, meeting established timelines, quality standards, and performance expectations.
Oversees Card Services communications, including content on ATLAS, Advia’s website, Credit Card member platform, Rewards platforms, and digital banking channels, ensuring accuracy, consistency, and timely updates.
Serves as a liaison with the Marketing department and vendor processors to coordinate credit and debit card promotions, submitting required documentation and ensuring alignment with program capabilities.
Evaluates card program functionality and promotional viability, making informed recommendations based on program parameters, operational readiness, and risk considerations.
Promotes a culture of risk awareness by exercising sound judgment, addressing issues proactively, and escalating concerns in accordance with policy guidelines.
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising judgment, raising questions to management, and adhering to policy guidelines.