Credit Card Operations Officer

POSITION OVERVIEW  Beneficial State Bank is embarking on a transformational journey.  This exciting period of growth brings with it a need for strategic vision and operational acumen.  The Director of Operations role was developed to help us not only effectively scale and innovate our programs, but to help us better tell the story of the meaningful work we are doing every day.   The Operations Officer develops and maintains strong relationships with members of the Credit Card team, our processor, and partners to identify problems, develop and implement solutions to ensure operational effectiveness.   ESSENTIAL DUTIES Oversees strategies, processes, guidelines and supports process and technology improvement opportunities and programs.  Owns and presents business case rationale to a variety of stakeholders. Evaluates processes and systems continuously to identify improvement opportunities.  Uses comprehensive view of processes, systems and needs to lead the redesign of complex cross-functional and cross-business line processes.  Collaborates with stakeholders to understand and develop end-to-end solutions that encompass all aspects that a process may impact including business systems and operations. Serves as principal liaison and SME with our Credit Card processor. Acts as technical and process expert in set up, maintenance and updates of products and BINs. Establishes advanced authorization strategies and velocity controls available through Credit Card processor or third parties. Collaborates with Credit, Fraud, and Operations staff to develop optimal automation of Falcon strategies. Manages vendor escalation process, management recommendation, and implementation (tickets and escalation when necessary) Works with Compliance, Marketing, and Operations staff and other partners to ensure disclosures are maintained in compliance with new and existing laws/regulations. Develops and maintains dashboards and KPIs to track and monitor a variety of data, including Cards Department income and expenses such as processing costs. Provides training to Operational staff to ensure team members have strong skills related to current product and processor procedures.  Serves as SME for customer service matters requiring escalation, more complex ticket resolution, and customer facing channel updates and communication. Understands daily reporting available from the processor or developed internally to monitor necessary daily Cards Services functionality.  Works with Operations staff to ensure their knowledge of daily reports and monitoring is up to date. Supports conversion and system upgrade management processes, testing, and go-to-market product experience preferred Creates and reviews policies and procedures to ensure they are accurate and compliant with regulatory requirements. Serves as primary back up for Credit Card Operations Manager. Leads work in process redesign efforts to improve quality and process inefficiencies.  Ensures all decisions related to operations and systems foster customer satisfaction.        ·  Performs other duties as assigned.   MINIMUM QUALIFICATIONS Bachelor’s degree or equivalent experience. A comparable combination of education and experience may be considered in lieu of a degree. Deep understanding of credit card processors. Deep knowledge of the approaches, tools and techniques utilized to resolve organizational, process and operational challenges.  Demonstrated experience leading change utilizing Six Sigma, Lean or Agile management approaches (or any combination thereof) strongly preferred. Excellent verbal and written communication skills.  Ability to effectively navigate formal and information communication and decision-making channels.  Excellent interpersonal skills, with the ability to work effectively with a diverse range of individuals, teams, leaders, and external stakeholders to establish and achieve common goals. Advanced proficiency in PowerPoint and Excel, knowledge of Adobe Creative Suite a plus. Highly dependable with strong organizational skills with the ability to juggle multiple projects and meet deadlines simultaneously. Demonstrated track record of adapting to ambiguity or changing priorities.