Card Services Manager

First Service Credit Union • Houston, TX

1d • Onsite

About The Position

Provide direct leadership and supervision to the Card Disputes and Card Servicing teams. Oversee all card-related fraud detection, investigation, dispute resolution, and loss-mitigation activities for debit, credit, and ATM cards, as well as all non-fraud card servicing operations including card inventory management, stock control, travel notifications, card suppressions, and other card-related member support. Ensure 100% regulatory compliance with Regulation E, Visa and Pulse operating rules, and internal policies while minimizing financial losses, maintaining card program integrity, and delivering exceptional member experience.

Requirements

• Three years to five years of similar or related experience.
• A bachelor's degree, or achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., information technology certifications in lieu of a degree).
• Strong leadership and coaching skills; frequent contact with staff, senior management, members (in distress), law enforcement, and regulators.
• Must excel at motivating teams during high-pressure events while maintaining professionalism and empathy.
• Expert knowledge of Regulation E (electronic transfer error resolution), Visa and Pulse operating regulations, and applicable card network rules.
• Advanced proficiency with fraud platforms (Verafin or equivalent), card management systems, digital banking platforms, core processing systems, and related tools.
• Proven ability to analyze card fraud data, manage card program operations, prepare executive-level reports, and implement effective detection and prevention strategies.
• Strong vendor management, project management, decision-making, and prioritization skills in a fast-paced environment.
• Excellent written and verbal communication skills for executive reporting, training, and member correspondence.

Responsibilities

• Supervise, coach, and develop the Card Disputes Representative(s) and Card Servicing Representative(s). Responsibilities include hiring, training, scheduling, performance reviews, and quality assurance reviews of fraud investigations, disputes, card servicing activities, and documentation.
• Oversee daily card operations: monitor and ensure timely investigation and resolution of card fraud cases and disputes within required SLAs and regulatory timelines (Regulation E and network rules).
• Serve as the final escalation point for complex or high-dollar card fraud and servicing matters.
• Actively participate in monitoring, identifying, and stopping card-related fraudulent activity as needed.
• Manage card program support functions including card inventory and stock management, travel notifications, card suppressions/activations, and resolution of other card-related issues to ensure operational efficiency and member satisfaction.
• Monitor team and departmental performance metrics, including card fraud loss rates, recovery rates, dispute win/loss ratios, provisional credit accuracy, card servicing turnaround times, and compliance adherence; implement corrective actions where required.
• Identify emerging card fraud trends and typologies; recommend and implement detection rule enhancements, policy updates, and system configurations in Verafin, card management platforms, and related tools; coordinate testing, rollout, and evaluation of new prevention strategies in collaboration with vendors and internal partners.
• Perform other duties as assigned and remain current on evolving fraud typologies and regulatory changes.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level