Director of Card Services

Apple Federal Credit Union•Fairfax, VA

6h•$107,229 - $134,036

About The Position

The Director of Card Services leads the operations of Card Services under general supervision and in accordance with established policies and procedures. The role oversees daily operations for debit and credit cards and future card-process implementations, while adhering to credit union policies and procedures and regulations including Regulation E and the Bank Secrecy Act. The Director also performs other duties assigned by the AVP of Payments and works in accordance with The Apple Way principles: Team Up, Challenge Yourself, Own It, and Serve with Purpose. The position leads and develops the Card Services team, establishes and implements goals and operating standards, improves processes and technology, monitors performance and functional-area risk, and manages vendor relationships. As an expert in card processing and issuance, the Director provides technical guidance, oversees complex issues and member disputes, and ensures compliance with regulatory requirements. The role collaborates with business leaders to improve payment functions and communicates business performance, vendor status, and strategic initiative updates to the AVP of Payments. The position requires at least ten years of financial institution experience, including five years managing operational teams and three or more years in Card Services Operations. A bachelor's degree in a related field or equivalent work experience is required. The role may require travel and the ability to lift 25 pounds and use standard office equipment.

Requirements

At least 10 years of financial institution experience.
At least 5 years managing operational teams.
At least 3 years of Card Services Operations experience, including managing complex disputes, chargebacks, reconciliations, and regulatory requirements such as rules, Regulation E, and Regulation Z.
Experience developing strategies, with analytical skills and sound decision-making.
Strong problem-resolution and process-improvement skills.
Structured thinking and strong written and verbal communication skills.
Demonstrated knowledge of policies, procedures, regulations, and legislation.
PC proficiency, including the Microsoft Office Suite.
Ability to lift 25 pounds and use standard office equipment, including a PC, fax machine, copier, and telephone.
Bachelor's degree in a related field or equivalent work experience.

Nice To Haves

Travel may be required.

Responsibilities

Lead and develop the team responsible for end-to-end Card Services operations.
Develop, recommend, and implement team goals, standards, policies, and procedures, and establish clear goals, career paths, and staff development.
Identify and implement process and technology improvements to increase efficiency, improve member service, and reduce errors.
Analyze, measure, and track team performance, and recognize and manage risks within the functional area.
Manage third-party vendor and service-provider relationships, including issue escalation and resolution, contract and product evaluations, and monitoring service-level agreements.
Provide technical guidance on card processing and issuance, set priorities, and oversee complex issues, including member disputes.
Ensure compliance with regulatory and compliance requirements, participate in regulatory examinations, and implement policies as required.
Collaborate with business-line managers and leaders to improve payment and payment-processing functions, member service, product competitiveness, profitability, portfolio quality, and regulatory compliance.
Communicate regular business performance, vendor status, and strategic initiative updates to the AVP of Payments.
Perform other duties as assigned by the AVP of Payments.