CNB Bank, Card Experience Manager

CNB Bank•Clearfield, PA

2d•Onsite

About The Position

The Card Experience Manager provides strategic and operational leadership for the Bank's debit and credit card programs, ensuring exceptional cardholder and branch experiences through effective oversight of card servicing, operational performance, compliance, risk management, and team development. This role drives continuous improvement, supports organizational objectives, and fosters a client-focused culture through strong leadership and partnership across the organization. Below is a list of essential functions of this position. Additional responsibilities may be assigned in the position.

Requirements

A high school diploma or general education degree (GED) is required, and candidates with substantial related experience and relevant post-secondary coursework may also be considered.
Ability to read, comprehend, and interpret documents.
Possesses professional communication and interpersonal skills to write and speak effectively both one-on-one and before groups of clients or employees of the organization.
Ability to communicate to clients directly and effectively.
Ability to utilize telephone systems and possess good digital literacy including email, internet and intranet use.
Prior experience or the ability to learn core transaction system, debit card system, credit card system, instant issue card machine, statement processing system, Microsoft Suite, cash advance machines and any other computer programs pertinent to performing job duties.
Ability to analyze operational data, identify trends, monitor performance metrics, prepare management reporting, and leverage technology solutions to improve operational efficiency, reduce risk, and enhance the client experience.
Ability to add, subtract, multiply, and divide in all units of measure.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to solve challenging problems involving several variables in a standardized situation.

Nice To Haves

A four-year college degree is highly preferred and strongly supports success in this role.
Depth of experience in banking operations, specifically debit card and/or credit card servicing, support, and administration.
Demonstrated ability to lead, coach, and develop individuals and teams while fostering accountability and high performance.
Knowledge of card network rules, regulatory requirements, operational controls, and risk management practices.
Experience identifying, implementing, and leading process improvements and operational efficiencies.
Ability to influence outcomes, lead through change, and collaborate effectively across departments and organizational levels.
Ability to analyze trends, identify risks and opportunities, and develop solutions that enhance the cardholder and branch experience.
Educational background, industry certifications, and commitment to ongoing professional development.
Demonstrates a commitment to continuous professional growth by actively pursuing opportunities to expand expertise in payments, card operations, leadership, compliance, emerging technologies, and process improvement.
Success in this role requires intellectual curiosity, strong problem-solving abilities, effective communication skills, and a willingness to challenge the status quo through innovative thinking.
The ideal candidate values feedback, listens actively, navigates difficult conversations professionally, collaborates effectively with diverse personalities and business partners, and contributes thoughtful ideas and constructive recommendations that strengthen team performance and client experiences.

Responsibilities

Oversee teams responsible for end-to-end debit and credit card services, including card issuance, maintenance and exceptions, ensuring accurate processing, timely resolution, and consistent customer experience.
Ensures all card-related activities comply with bank policies, card network rules and applicable regulatory requirements by monitoring controls, reviewing exceptions, and addressing gaps through corrective action and staff guidance.
Oversees staff providing operational and service support to branch teams, ensuring inquiries and escalations are handled professionally, accurately, and within service-level expectations, while reinforcing clear roles and accountability between the card experience team and branches.
Directs, coaches, and develops staff responsible for card services by setting performance expectations, reviewing results, providing regular feedback, and supporting professional growth to maintain a high-performing and client-focused team.
Identifies trends, risks, and opportunities impacting the cardholder and branch experience, driving process improvements, service enhancements, and effective use of tools or technologies to improve efficiency, reduce errors, and support organizational goals.
Develop and maintain effective relationships with card processors, payment networks, and third-party vendors to ensure service expectations are met, operational issues are resolved promptly, and opportunities for program enhancements are identified and implemented.
Supervisor drives strategic success from encouraging transparency, maintaining a focus on shared organizational goals and making time for professional development.
Supervisors are expected to hold regular one-on-ones with direct reports to provide them with an invaluable chance to align goals, offer guidance, and foster growth within their teams.
Maintains active oversight of daily operations of Card Experience team while making intentional time for coaching, mentoring, and performance development to strengthen skills and promote accountability across the team.
Clearly communicates departmental priorities and aligns individual and team goals with broader bank strategies, including risk management, regulatory compliance, service excellence, and operational efficiency.
Creates an environment where open dialogue is expected and valued, ensuring team members feel comfortable raising concerns, identifying risks, and proposing improvements related to debit and credit card processing, exception requests, and operational workflows.
Serves as a visible and engaged leader who fosters accountability, collaboration, continuous improvement, and professional growth.
Expected to make sound decisions, effectively manage change, provide timely and constructive feedback, address performance concerns when necessary, and create a culture where employees feel supported, challenged, and empowered to contribute to organizational success.
Ability to balance strategic thinking with operational execution while fostering a culture of accountability, service excellence, and continuous improvement.

Benefits

Medical, Dental, Vision & Life Insurance
401K with company match
Paid Time Off & Recognized Holidays
Leave policies
Voluntary Benefit Options (Life, Accident, Critical Illness, Hospital Indemnity & Pet)
Employee Assistance Program
Employee Health & Wellness Program
Special Loan and Deposit Rates
Gradifi Student Loan Paydown Plan
Rewards & Recognition Programs and much more!