Card & ITM Operations Manager

POSITION TITLE: Card Services & ITM Operations Manager

REPORTS TO: VP, Internal Operations

PAY GRADE: 12

DEPARTMENT: Internal Operations

FLSA STATUS: Exempt

LOCATION: Hybrid

PURPOSE: The primary purpose of this position is to fulfill Financial Center First CU’s vision of inspiring financial wellness. The position must deliver high quality service to both internal and external members by supporting and promoting our values to Care, Listen, Learn, Solve, and Act.

The Card Services & ITM Operations Manager’s primary responsibility is to oversee day-to-day card services operations, analyze portfolio performance, and work with management to develop and implement strategies for credit and debit payment products. Focus areas include member experience, product development, trend analysis, data analytics, and strategic recommendations to ensure credit card products are competitive and profitable. Acts as primary Credit Union contact with debit and credit processors and other network providers related to card payment systems.

The Card Services & ITM Operations Manager also plays a key role in maintaining efficient ATM/ITM operations, ensuring high service quality, user experience, and strategic network growth. This position supports the overall functionality of the ATM/ITM fleet, including service management, network marketing, and deposit growth initiatives.

The Card Services & ITM Operations Manager, manages and holds accountable the Card Services Team and the Internal Operations Coordinator.

ESSENTIAL DUTIES:

• Leads the successful daily processing of Card Services including the following functions: Debit and ATM Card Disputes, New Card setups, Debit and Credit Card Maintenance, Review and monitoring of error reports

• Responsible for maintaining the Credit Unions card stock inventory including but not limited to: Performing Monthly Inventory Audits, Placing card orders with card processor, Branch instant issue stock, Working with Marketing for design and branding approval

• Serves as liaison with Credit Unions card processor vendor partners to complete functions such as; Ensure an exceptional member and employee experience with card services, Ensure vendors service level objectives are maintained, Ensure operational business requirements are met, Monitor and escalates service request tickets as necessary

• Implement strategies to increase card product penetration, activation, and utilization while using analytics to ensure features and services remain relevant to members

• Monitor, track, and report key performance metrics to senior management, Lending and other stakeholders. In addition to collaborating with cross-functional teams and Executive Management on Card Product Management projects and analyses

• Partners with Marketing in the development, analysis and implementation of campaigns and service offerings that increase member adoption and usage of card products. As well as identify targets for Card Product related Marketing Campaigns.

• Partners with Risk Management and Compliance on fraud monitoring and reporting and contributes to new and revised rules for fraud prevention

• Is the system administrator for card management programs

• Ensure compliance and regulatory requirements are met. Review operating practices and procedures, implement processes to increase service quality, reduce risk and establish or improve internal controls

• Develop each employee to their highest potential by identifying their areas for improvement and appropriately coaching, training or correcting the employees’ performance. Recognize employees who perform at a high level. Hold employees accountable for their performance, attitude and behavior

• Meet with each employee monthly to review previous month’s performance, set goals for upcoming month’s performance and develop plans to improve employee’s performance

• Responsible for exceptional member service to every member, every time by ensuring employees deliver consistently high-quality service to both internal and external members

• Maintains efficient ATM/ITM operations, ensuring high service quality, user experience, and strategic network growth

• This position supports the overall functionality of the ATM/ITM fleet, including service management, network marketing, and deposit growth initiatives

• Assist in managing network relationships and oversee transaction routing

• Coordinate ATM relocations, deinstallations, and new machine installations

• Improve deployment processes for efficiency

• Work with vendors to manage fleet operations and oversee monitoring, dispatch, and vendor coordination

• Stay updated on new functionalities and oversee upgrade projects

• Identify opportunities to refine processes for better machine usage

• Manage administration of ATM products, services, and related systems

• Performs other duties commensurate to this position

REQUIRED BACKGROUND:

• A college degree is preferred or equivalent experience

• Minimum of 3 years experience working with debit and credit cards in a cards department or similar experience

• Minimum of 2 years managing or supervising experience

• Strong written communications skills including email and business communications

• Strong verbal communication skills, self-motivated, strong interpersonal skills, as well as presentation skills

• Must be proficient in use of Microsoft Office products, specifically Word and Excel

ADA REQUIREMENTS

Physical Requirements

Is able to bend, sit, and stand for extended periods of time in order to perform work with some physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance. Reliable transportation required.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled public or private office with varying noise levels. Must be able to interact with few or many people at one time.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.