Manager, Card Payment Services

Company California Coast Credit Union
Reference 447293609
Sector Other
Town/City California
Locations California , USA
Job Type Permanent
Date Posted 13th Jun


Job Description

Job Description


This position is accountable for managing the Card/Payment Services area of Support Services. Ensures chargebacks, ACH, and check in clearings and returns are in compliance with policies, procedures, and regulations. Subject Matter Expert in chargebacks, ACH, checks, A2A, P2P, Bill Pay, ATM Operations and card disputes. Manages card and payment support to branches and Member Service Center. Stays current with new developments in the payments field, monitoring trends and recommending new products/solutions.
Responsible for monitoring, analyzing, and making recommendations/implementing solutions to mitigate card fraud.


??? Office locations: 26
??? Internal Clients Supported: 450 (approximate)
??? Member Accounts: 166,000 (approximate)
??? Cards Issued: 170,000 (approximate)
??? Monthly Phone Support 2,800 (approximate)


This position reports directly to the Assistant Vice President, Operations. The following staff members are direct and indirect reports:

??? Supervisor, Card/Payment Services

??? Card/Payment Services Staff


??? Manages daily operation and administration activities of the Cards/Payment Services according to established procedures and timeframes.

??? Manages the credit union's centralized ATM, debit, credit, and payment operations.

??? Ensures member experience is in the forefront when determining fraud mitigation strategies and when interacting with members.

??? Collaborates with other credit union departments and vendors to resolve issues quickly and proactively develops internal procedures.

??? Reviews and recommends changes to card neural network strategies, including signature and PIN transactions.

??? Acts as the credit union subject matter expert on cards/payments. Serves on committees and acts as credit union liaison for internal and external card/payment audits. Recommends responses and procedural changes to audit findings.

??? Prepares annual operating plan. Reviews, researches and approves monthly invoices within approval limits. Prepares monthly budget variance reports.

??? Ensures department monthly reports are prepared and submitted timely.

??? Ensures that appropriate chargeback rights are exercised and deadlines are met to minimize credit union liability.

??? Conducts regular staff meetings to ensure the team is delivering a great member experience, enhance teamwork, share information, improve productivity and maintain proper security and operations.

??? Ensures development of staff by providing effective training/cross training, observations, feedback/counseling, timely and fair performance appraisals, and effectively motivating employees. Makes recommendations for employee performance improvement plans and disciplinary action.

??? Ensures adequate staffing levels are maintained within approved operating plan and assists with and monitors recruitments and transfers. Interviews potential new hires and/or promotion of existing employees.

??? Recommends and implements efficiencies and cost saving ideas.

??? Ensures correspondence is professional, accurate and timely.

??? Ensures applicable general ledger accounts are balanced monthly.

??? Establishes positive employer-employee relationships, and promotes a high level of employee morale, trust, and integrity.

??? Assists with growth of the credit union, implementing policies and procedures and embracing the credit union's Mission, Vision, and Values.

??? Plans, documents and reviews disaster recovery strategies for critical processes/functions assigned to the Card/Payment Services area.

??? Performs other duties as assigned.


??? A Bachelor's degree in Business/Finance is preferred or 10 years equivalent financial industry experience. Five years in a management position with 2 years as an Assistant Manager or equivalent performing the full range of supervisory duties and card/payment related functions is required. Strong working knowledge of dispute processing/resolution including chargeback processing, card network routing, ATM operations and required.

??? In depth knowledge of applicable laws and regulations as they relate to Mastercard, Visa, Regulation E, Regulation CC, Regulation Z, and NACHA rules.

??? Strong knowledge of ACH rules and regulations.

??? Strong knowledge of Mastercard processing including chargebacks and the arbitration process.

??? Requires strong computer skills to include expertise in MS Office Suite.

??? Ability to follow posted work procedures, interact effectively with all levels of staff and accept direction and constructive feedback from a manager.

??? Strong organizational skills, attention to detail, and the ability to handle multiple projects simultaneously. Possess strong written and verbal communication skills, strong problem solving and analytical skills.

??? Strong working knowledge of credit union operations.

??? Ability to gather, compile and present data in a clear and logical written format.

??? Technical aptitude for analysis and problem solving as related to all financial products offered.

??? Good understanding and technical knowledge of credit union processes and electronic services.

??? Ability to exercise discretion and independent decision-making within the scope of card and payment operations and practices.


??? Manages credit union card, chargeback and dispute process; develops mitigation strategies to reduce loss exposure in multiple payment channels.

??? Manages daily operation and administration activities of the Card and Payment Services area according to established procedures and timeframes.

??? Stays current with new developments in the area of chargebacks, card processing, ACH, Reg E, Reg CC, and ATM operations.

??? Analyzes payment data and stays abreast of industry trends and provides appropriate reporting to management.


??? Excellent ability to communicate, both verbally and in writing; ability to tolerate periods
of continuous sitting. Ability to lift up to 10 - 15 lbs.


??? Work is primarily performed within an enclosed office setting. Subject to standard background noise found in an office environment.

Note: Staff is expected to perform various tasks, projects and administrative duties as assigned.
Management reserves the right to assign or change duties and tasks to this position at their discretion.


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