AVP Card Services

Delta Community Credit Union•Atlanta, GA

2d•Hybrid

About The Position

The Assistant Vice President (AVP) Card Services leads the operational areas of Card Services (debit and credit) and Risk Analytics. The role provides leadership and direction to department leaders, including the Operations Risk Manager and Card Services Managers, and oversees daily department functions and team member performance. Responsibilities include administration and servicing of debit and credit card programs, oversight of card services and card operations risk teams, management of card rules and payment-channel risk, and ensuring new or enhanced products and services are analyzed, tested, and operationally sound before implementation. The AVP collaborates with Legal and Compliance and industry organizations to monitor and follow applicable regulations and guidelines. In partnership with department managers, the role reviews processes and procedures, recommends and implements efficiency improvements, and focuses on delivering an enhanced member experience. The position resolves complex issues and operates the organization’s revenue assurance strategy for fraud prevention, mitigation, and detection. It also fosters a safety-conscious, hostile-free workplace that supports employee safety and well-being. This position is hybrid and full-time. Work-from-home opportunities may be available depending on performance and departmental needs.

Requirements

Bachelor’s degree in business or a related discipline.
At least 7 years of experience managing card service systems and operations.
At least 5 years of card and payment risk management experience; this experience may overlap with the card operations experience requirement.
Strong analytical and problem-solving skills, including the ability to design service processes and improve them over time to create efficiencies.
Strong leadership and management experience.
Excellent relationship-management skills and the ability to work across divisions and achieve results in a matrixed organization.
Highly effective oral and written communication skills.
Proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint.
Competencies in creativity and innovation, decision making, interactive communications, relationship building, and results management.
Legal authorization to work in the United States without employer sponsorship now or in the future.
Compliance with Credit Union policies, including policies related to Bank Secrecy Act regulations.

Nice To Haves

Graduate degree in business or a related discipline.
Six Sigma Certification.
Membership in a relevant Card and Payment Management professional organization.

Responsibilities

Develop, implement, and maintain policies and procedures for debit and credit card services.
Coordinate and oversee debit and credit card activities, including central and instant card issuance, fraud and dispute case management, and transaction processing.
Identify process improvements and organizational efficiencies and recommend solutions.
Maintain knowledge of risk-management tools and practices, including Visa DPS risk and fraud solutions and Visa Fraud Protection Programs.
Manage identification and analysis of card compromises and recommend actions for impacted portfolios, including whether to reissue cards.
Participate in industry and peer fraud and risk working groups and stay current on fraud, risk, and processing developments.
Review and resolve fraud- and risk-related issues, concerns, requests, problems, and complaints received through channels such as phone, branches, and social media.
Develop and deliver processes and policies for consumer, business, debit, credit, and specialty cards issued by Delta Community.
Identify and monitor key performance indicators to assess divisional effectiveness and contribution to corporate goals.
Review processes to improve operational efficiency and accuracy, conduct root-cause analyses of recurring research requests or disputes, and use findings to update processes or training.
Help negotiate and manage third-party relationships for selected services, including card processing and production; monitor vendor performance against service-level agreements and assess marketplace alternatives.
Prepare annual departmental budgets and quarterly forecasts, and review and approve expenditures to keep costs on target.
Provide strategic support to Product Management & Development and Remote Delivery, and design processes and policies for new or enhanced services that meet member expectations and the organization’s brand promise.
Foster a collaborative and flexible work environment that welcomes differing opinions, encourages calculated risk-taking, and expects personal accountability.
Monitor regulatory changes and work with Compliance to adjust operational practices and training as needed.
Promote a safety-conscious and hostile-free work environment.