Card Services Manager

Scott Credit Union is looking to hire a full-time Card Services Manager to join our amazing Card Services team. This position will be Monday thru Friday normal business hours with the opportunity to work a hybrid schedule.  

Purpose, Mission, Vision, Values

At Scott Credit Union, we are committed to upholding our purpose, mission, vision, and values. Our Purpose guides everything we do as an organization and is supported by our actionable Mission, Vision, and Values. If our chosen purpose, mission, vision, and values resonates with you and you want to find meaning in your work, we hope you will apply to become a part of our team!

Purpose:
To be with our members through every phase of their financial journeys, providing financial solutions that support them, their families, and their communities.
 
Mission:
Members. Value. Community.
 
Vision:
Building Better Financial Futures.
 
Values:
Accountability - we take pride and ownership in all we do.
Diversity - we are committed to fostering a diverse, equitable, and inclusive work environment.
Growth - we encourage the professional development of our employees.
Integrity - we maintain the highest ethical standards.
Service Excellence - we are devoted to continuously "WOW"ing our members and colleagues through the 3e Promise.

Why You Should Join Our Team 

Scott Credit Union is a recipient of the St. Louis Post-Dispatch Top Workplaces Award 2023, the tenth time since 2012. This year, SCU was recognized as one of the Top Workplaces for our dedication to our people-first culture. The Top Workplaces award highlights SCU’s commitment to creating a positive and supportive work environment, where employees thrive and contribute to the organization’s overall success. Our team is our #1 priority, and we are proud to offer great benefits and perks, such as 11 paid holidays, competitive paid time off (PTO), Short-Term Disability (STD) that includes maternity leave, 401k with employer match, medical, dental, vision, and other insurance options, educational reimbursement program, employee assistance programs, opportunities for career advancement, casual “dress for your day” dress code, a positive team-oriented culture, and much more! A comprehensive benefit guide with a full list of our benefits can be found on our career page, scu.org/careers/. 

The Day to Day as the Card Services Manager

The Card Services Manager will develop and execute strategies to drive the success of the card product line and manage the operational team in the Card Services department. This role works with cross-functional teams to create a strong member experience while achieving business objectives. Strategically designs, develops, and implements efficient workflows to support sales, income production, and servicing functions and continually improve the internal delivery and member service experience. Responsible for compliance and adherence to regulations and deadlines that impact process design, disclosure, business continuity and information security guidelines. Maintains relationships with key service vendors. A typical day will look like:

• Develop and execute comprehensive card product strategies while ensuring the stability and efficiency of operational processes across product, platform(s), and data (debit and credit) and alignment with credit union’s goals, objectives, and strategic initiatives.
• Lead initiatives to develop and enhance card products and services, considering market trends and member needs achieving the collective goal of positioning SCU's card portfolio at or above industry standards.
• Foster collaborative partnerships with the Digital Product Manager to enhance end-to-end processes for card products, encompassing the application process, digital card management, balance transfers, and sales promotions. Collaborate with relevant stakeholders to implement new card features or programs.
• Prioritize and roadmap initiatives based on value, focusing on creating opportunity statements, understanding member needs, measuring impact, and ensuring sustainability.
• Emphasize outcomes over outputs, engaging directly with business units to address concerns. Serve as a project lead for all Card Services projects which may include conducting focus groups, market and competitor analyses, and evaluation of stakeholder satisfaction, ensuring that card solutions are both usable and aligned with member preferences (usable, viable, feasible).
• Analyze card usage data and performance metrics to generate insights and recommendations. With that data, translate business and member needs into effective product strategies and offerings.  
• Oversee Card Services vendor management and development, including contract negotiations, invoice analysis, and project management. Collaborate closely with vendors to ensure seamless execution of projects.
• Effectively address member inquiries, escalations, and issues related to Card Services.
• Analyze the card processing ecosystem, including cardholder, merchant, acquiring, issuing, card associations, authorization, clearing, and settlement, making recommendations to enhance activities. 
• Stay abreast of card regulatory and compliance standards, including but not limited to Reg E (Electronic Funds Transfer), Reg Z (Truth in Lending), and the Card Act. Ensure that processes are completed in accordance with established policies and procedures and related state, federal and legal requirements.
• Evaluate and monitor Loyalty and Rewards platforms and programs through market and competitor analysis, focus groups, and member feedback.  Recommend changes or develop new programs as needed.
• Manage Card Services crisis management (card outages and compromises). Collaborate effectively with third-party providers on remediation efforts.
• Implement risk mitigation strategies to safeguard cardholder data and prevent fraud. Possess fraud acumen, staying current on fraud trends and techniques.
• Prepare regular reports for senior management on card program performance and trends.
• Ensures budgetary control and reviews and implements new methods and procedures to be more efficient and cost effective.

Are You a Good Fit?

Ask yourself the below questions to help determine if this job is the right fit for you.

• Do you enjoy engaging with people and providing exceptional customer service?
• Are you passionate about leading, coaching, and motivating others?
• Do you thrive in a fast-paced environment?
• Are you detail-oriented and like working with numbers?
• Do you enjoy working in a diverse environment with diverse members?
• Do you take pride and ownership in all that you do?
• Are you looking for a job where you can develop professionally?

If you answered yes to these questions, we hope you apply!

To Be Considered, You’ll Need:

• Bachelor’s degree in business administration (or equivalent discipline) OR equivalent experience.
• Minimum of five (5) years of experience in product management (sales and operations).
• Minimum of five (5) years management experience in a financial institution. 
• Minimum of three (3) years of card payment experience.
• Personal computer experience to include Microsoft Office products.

Pay Range/Salary Range:

• The typical salary range for this role is $108,160.00 to $140,399.38

 Are You Ready to Join Our Team?

If this sounds like the right opportunity for you, we hope you apply today! If selected as a candidate, next steps may include a phone interview to go over the basics and/or an in-person interview to learn more about your experiences and qualifications.