Director of Card Services

Publix Employees Federal Credit Union • Lakeland, FL

4d

About The Position

Publix Employees Federal Credit Union (PEFCU) was established over 60 years ago to provide financial services with lifetime value to Publix Super Markets, Inc. employees and their families. PEFCU Benefits/Perks: Medical, Dental and Vision insurance plans with one option at NO cost for employee only coverage! Generous Paid Time Off program 11 paid holidays per year 401(k) retirement plan and profit sharing Pay for performance incentive programs Time off for giving back to your community! Tuition reimbursement And much, much more!!! We are committed to improvement, driven by feedback, and focused on organizational growth. We expect and demonstrate our values (Integrity, Collaboration, Service, Inclusion and Ownership) every day, creating an environment where all associates can add value and feel valued. Find your value here as our: Director of Card Services The Director of Card Services is responsible for the execution and oversight of all card product programs, including debit, credit, ATM, rewards, prepaid, and digital card services. This role leads card portfolio strategy, performance management, and operational execution to support growth, profitability, compliance, and exceptional member experience. The Director establishes portfolio standards, reporting, metrics, and risk controls for the Card Services division and is accountable for successful delivery of card-related initiatives, projects, and programs.

Requirements

• 8+ years of relevant experience in card services, payments, or financial operations
• 6+ years of leadership or management experience
• Bachelor’s degree in business, finance, or related field or equivalent experience
• Extensive knowledge of Regulation E and Regulation Z
• Strong knowledge of Visa rules and card network requirements
• Deep understanding of debit and credit card processing, rewards programs, and payment risk management
• Strong analytical, strategic thinking, and problem-solving skills
• Ability to lead multiple initiatives in a fast-paced, highly regulated environment
• Proven leadership and people-development experience
• Knowledge of BSA, AML, OFAC, and other applicable federal law

Responsibilities

• Drive departmental performance in accordance with PEFCU’s mission and vision through evaluation of performance metrics, development of strategies to meet and exceed goals, and supervision, mentoring, and motivation of associates
• Demonstrate PEFCU’s values through exceptional communication, collaboration, and interpersonal skills. Leaders are responsible for staffing their department(s), providing consistent coaching, monitoring performance, and supporting associate development and career progression.
• Strategic Planning: Drives forward-thinking strategies for Card Services and collaborates with executive and cross-functional leaders to achieve organizational goals. Evaluates, analyzes, and researches innovative card products, digital payment solutions, and process improvements that differentiate the credit union in the marketplace.
• Business Analysis & Portfolio Performance Management: Establishes benchmarks and KPIs for card portfolio performance, usage, profitability, fraud, and member experience. Owns the strategic roadmap for card program enhancements and new product offerings. Monitors card and payment trends and compares performance to industry standards; recommends best practices to senior leadership.
• Operational Oversight & Card Lifecycle Management: Provides executive oversight of end-to-end card operations, including issuance, activation, authorization, settlement, reconciliation, disputes, chargebacks, BIN management, and portfolio maintenance. Reviews policies, procedures, and workflows to ensure efficiency, consistency, and regulatory compliance.
• Fraud and Risk Management: Partners with Risk, Compliance, Legal, and Visa Risk Advisors to develop and maintain fraud mitigation strategies, dispute resolution processes, and loss governance. Oversees non-fraud claims and disputes and monitors fraudulent activity trends to recommend rule creation or re-evaluation.
• Regulatory Compliance & Audit Readiness: Ensures compliance with applicable laws, regulations, and network rules, including Reg E, Reg Z, PCI-DSS, BSA/AML, and Visa requirements. Serves as liaison for internal and external audits and ensures documentation, controls, and remediation activities are completed and sustained.
• Vendor & Network Management: Manages third-party relationships with card processors and networks (e.g., Visa, FIS, CO-OP, Visa DPS). Oversees vendor performance, contract governance, SLAs, pricing, and compliance to ensure continuity of service and maximization of recovery and value.
• Project Management: Leads or participates in card-related projects and enterprise initiatives, partnering with the Project Management Office and cross-functional teams to ensure successful implementation of new products, services, and system enhancements.
• Coaching & Development: Develops, motivates, and retains a high-performing, member-focused Card Services team. Establishes clear expectations, provides coaching and feedback, supports training initiatives, and fosters a culture of accountability, collaboration, and continuous improvement
• Financial & Performance Reporting: Frequency: Monthly | Level of Importance: 2 Develops and analyzes financial and operational reports related to card portfolio performance, profitability, authorization rates, and loss trends. Partners with Finance on budgeting, forecasting, and performance improvement recommendations.
• Rewards & Card Technology Oversight: Provides oversight and subject-matter expertise related to card rewards platforms, digital wallets, tokenization, and emerging payment technologies.
• Reviews fraudulent activity and partners with Risk and Visa advisors to recommend rule changes
• Evaluates employee and member requests, balancing policy, risk, and member experience considerations
• Makes member account decisions, including approvals or denials of claims and card reinstatements.
• Mitigates internal fraud risks through adherence to vault, inventory, and card stock controls.
• Determines when procedural or policy exceptions are appropriate to support member experience.
• Recommends procedural and policy changes that impact operational efficiency, compliance, and financial performance

Benefits

• Medical, Dental and Vision insurance plans with one option at NO cost for employee only coverage!
• Generous Paid Time Off program
• 11 paid holidays per year
• 401(k) retirement plan and profit sharing
• Pay for performance incentive programs
• Time off for giving back to your community!
• Tuition reimbursement

What This Job Offers

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