Subject Matter Expert (SME) / Project Manager – Credit Card Terms & Conditions Change

Blend360•San Francisco, CA

5d•$80 - $85•Remote

About The Position

Our client, a Credit Union is seeking an experienced Subject Matter Expert (SME) / Project Manager to lead the end-to-end regulatory, compliance, operational, and member-impact management of a strategic change to its credit card product, transitioning from a fixed-rate to a variable-rate offering. Reporting to the Program Sponsor or Program Manager, you will serve as the central driver and trusted advisor for ensuring the change is executed in a compliant, member-focused, and operationally sound manner. The primary objective is to successfully implement the Terms & Conditions change while minimizing member opt-outs, dissatisfaction, and attrition, and ensuring full regulatory adherence and fairness. This role requires deep expertise across banking regulations, card product governance, member communications, operational readiness, customer service preparedness, system enablement, and acceptance/rejection tracking.

Requirements

7–10+ years of experience in financial services, with deep exposure to credit card products.
Demonstrated expertise in regulatory and compliance requirements related to credit card pricing, disclosures, and change-in-terms processes.
Proven experience leading or advising on changes to Terms & Conditions or major card product modifications.
Strong project management experience, coordinating complex, cross-functional initiatives.
Solid understanding of:
Card operations and servicing
Member communications best practices
System and operational dependencies for card products
Exceptional communication and stakeholder management skills, with the ability to balance regulatory rigor and member-centric outcomes.
Ability to anticipate member reactions and proactively design strategies to reduce dissatisfaction and attrition.

Nice To Haves

Direct experience working within a Credit Union environment.
Familiarity with major card processors, core banking platforms, and digital banking systems.
Experience supporting fair lending, conduct risk, or customer fairness assessments.
Formal project management certification (e.g., PMP, CAPM) is a strong asset.
Experience partnering closely with Legal, Compliance, and Risk functions on consumer product changes.

Responsibilities

Regulatory & Compliance Leadership
Serve as the primary SME for all regulatory and compliance requirements related to changes in credit card pricing and Terms & Conditions.
Interpret and apply applicable federal, state/provincial, and card network regulations (e.g., change-in-terms notice requirements, timing, disclosure content, fairness considerations).
Partner with Legal and Compliance teams to:
Define required notice periods and delivery methods
Validate disclosure language and member communications
Ensure regulatory documentation, approvals, and audit readiness
Identify regulatory risks and proactively recommend mitigation strategies.
End-to-End Project Management
Own the end-to-end project plan for the Terms & Conditions change, including milestones, dependencies, risks, and decision points.
Provide direct support to the Program Manager or executive sponsor to ensure timelines, approvals, and deliverables are met.
Coordinate across internal workstreams, including:
Card Services
Compliance & Legal
Operations
IT / Core & Card Systems
Digital Banking
Marketing & Communications
Contact Center / Member Services
Track progress, manage action items, escalate risks, and resolve issues to maintain momentum.
Member Communications & Change Strategy
Define best-practice member communication strategies to clearly explain the change, minimize confusion, and reduce opt-outs.
Guide the development and sequencing of:
Regulatory notices
FAQs and talking points
Digital and mailed communications
Contact center scripts
Ensure communications are clear, transparent, empathetic, and consistent, aligned with regulatory requirements and member-first principles.
Advise on timing, cadence, and messaging strategies proven to reduce member attrition during product changes.
Operational & System Readiness
Assess and validate readiness across operational and technology teams, including:
Card management systems
Core banking platforms
Statement generation
Digital banking displays
Rate calculation and repricing logic
Ensure downstream impacts are identified, tested, and documented prior to implementation.
Partner with IT and Operations to confirm:
System configurations support variable-rate logic
Effective dates and rate changes are accurately applied
Member-facing systems reflect the updated terms correctly
Customer Service Preparedness
Ensure Contact Center and Member Services teams are fully prepared to support members through the change.
Review and validate training materials, scripts, escalation paths, and knowledge base content.
Anticipate member concerns and objections, and ensure frontline staff are equipped to respond consistently and confidently.
Risk, Fairness & Member Impact Assessment
Lead or support fairness and customer-impact assessments, identifying the segments most affected by the change.
Evaluate reputational, conduct, and member-experience risks.
Recommend mitigation strategies (e.g., targeted outreach, phased approaches, exceptions, or retention offers where appropriate).
Member Acceptance / Rejection Tracking
Define and oversee processes for:
Tracking member opt-outs or rejections
Capturing reasons for rejection
Monitoring member behavior and attrition trends
Partner with Analytics and Business teams to assess outcomes and recommend post-implementation adjustments if needed.