Card Strategist III (2948)

STATE DEPARTMENT FEDERAL CREDIT UNION•Alexandria, VA

2d•Hybrid

About The Position

State Department Federal Credit Union (SDFCU) is seeking a Card Strategist III to manage the daily administration of Card & ATM operations. This role involves independent ownership of escalated issues and a mentoring/audit function for junior Card Strategists. The ideal candidate will be adept at positive communication, continuous process improvement, and meticulous attention to detail in member service and exception handling. The payments industry is dynamic and requires precision, ownership, and adaptability, offering significant learning and growth opportunities. SDFCU serves approximately 85,000 members globally, adding complexity to the domestic payments infrastructure.

Requirements

Associate degree or an equivalent combination of education and experience in a related field required.
3-5 years of experience in card processing or payment operations.
1-3 years of ATM management.
Proficiency in Microsoft Outlook, Excel, and Word.
Ability to analyze and interpret reports, legal documentation, and fraud-related material.
Strong problem-solving and troubleshooting skills.
Comfortable investigating payments issues, identifying root causes, and driving resolution across teams.
Experience managing escalations or high-priority operational issues with a sense of urgency and clear communication.
Proficiency with BusinessNext (or similar CRM) for case management, ticket tracking, and data lookup.
High attention to detail and strong documentation habits.
Able to maintain accurate records of escalations, decisions, and operational activity.
Strong written and verbal communication; able to translate payments complexity into clear, accessible language for internal partners, vendors, and members.

Nice To Haves

Symitar/Visa experience
Hyosung experience
Excel expertise

Responsibilities

Reduce friction across the Card & ATM program through service, support, administration, and reconciliation of card operations with defined SLAs via phone, email, tickets, and instant message.
Research and resolve member card/transaction disputes in collaboration with our dispute processing vendor while adhering to regulatory policies and timeframes.
Derive insights from data and develop/update fraud strategies to mitigate risk while optimizing transaction throughput.
Ensure compliance with network rules, Reg E, Reg Z, Reg CC, PCI/DSS, BSA/AML, OFAC, and all applicable federal and state regulations while supporting audits, exams, and operational reporting requirements.
Support implementation, testing, maintenance, documentation, and ongoing enhancement of payment products, technologies, and operational processes.
Build and maintain effective working relationships with internal stakeholders and external vendor partners, navigating competing priorities and varying communication styles.
Quickly identify and resolve complex/sensitive member issues with a collaborative solution-oriented approach.
Analyze, evaluate, and navigate diverging paths to achieve resolution.
Demonstrate innovative ideas, fostering a culture of creativity while anticipating future Payments challenges and opportunities.
Execute day-to-day processing responsibilities while balancing frequently shifting priorities that require urgent action.

Benefits

Competitive salaries
Exceptional health, dental, and vision insurance within the first 30 days of employment
Matched 401(K) plan with up to 4% SDFCU contribution
Diversity and Inclusion initiatives
12 paid holidays a year, including your birthday
Potential work-from-home options after the introductory period
Generous Paid Time Off (vacation and personal days)
Tuition Reimbursement
Commute/Parking Incentives
Gym Reimbursement
Team Bonding events