AVP Card Services

The Assistant Vice President (AVP) Card Services is responsible for the operational areas of Card Services (Debit and Credit) and Risk Analytics. The AVP Card Services will provide leadership and direction to department leaders including: Operations Risk Manager and Card Services Managers.

The AVP Card Services leads and directs daily functions of the Card Services department and team member performance, including but not limited to: overseeing all operations related to Delta Community’s debit and credit card programs to include servicing and/or administration, oversight of the card services and card operations risk teams, as well overseeing card rules and payment channel risk management.

The AVP Card Services is also responsible overseeing work to ensure new or enhanced products and services are analyzed, tested and operationally sound before implementation; and will collaborate with legal and compliance divisions as well as industry organizations to ensure regulations and guidelines are followed and monitored regularly. The AVP Card Services will also work with department managers to monitor process and procedure for best practices and, if necessary, to recommend and implement efficiency improvements for a more productive and cost-effective operation. Additional attention will be given to consistently delivering an enhanced member experience. The AVP Card Services must resolve complex issues and deliver and operate the organization's revenue assurance strategy to ensure fraud prevention, mitigation, and detection.

Foster and promote a safety-conscious and hostile-free work environment resulting in employee safety and well-being.

Essential Functions:

• Develops, implements and maintains card services policies and procedures for debit and credit cards
• Coordinates and oversees debit and credit card activities including but not limited to central card issuance, instant card issuance, fraud and dispute case management, and transaction processing.
• Seeks and identifies opportunities for process improvement and organizational efficiences and offers solutions
• Maintain an in-depth knowledge of risk management tools and practices such as Visa DPS’s risk management and fraud detection solutions, such as, but not limited to, Visa Advanced Authorization (VAA), the FALCON neural network platform, Risk Services Manager (RSM), Managed Real-Time Decisioning (MRT Premium), Travel Monitor (VIP Card program), Fraud Call Center Manager, lost/stolen reporting, Verified by Visa (VbV), as well as additional Visa Fraud Protection Programs (CVV, CVV2, iCVV, and AVS)
• Manage the process to identify and analyze card compromises and makes recommendations on the impacted portfolio such as whether or not to reissue cards.
• Participate in industry and peer fraud and risk working groups and stays abreast of the current fraud, risk, and processing environment.
• Review and resolve fraud and/or risk related issues, concerns, requests, problems, and complaints received from members through various channels such as phone, in branch, and/or social media.
• Responsible for the development and delivery of process and policy for all types of consumer & business credit, debit and specialty cards issued by Delta Community.
• Identifies and monitors key performance indicators (KPIs) to ensure the division is functioning effectively and contributing to the attainment of the Credit Union’s corporate goals.
• Works to improve operational efficiency and accuracy by regularly reviewing processes to look for means to streamline and/or automate steps. Conducts root cause analyses to understand drivers behind frequent account research requests or transaction disputes. Uses these findings to update processes or corporate training to prevent recurrences.
• Helps to negotiate and manage third-party relationships for select services, including card processing, card production. Monitors vendor performance to ensure adherence to service level agreements and periodically assesses alternatives available in the marketplace.
• Prepares annual departmental budgets and quarterly forecast updates. Regularly reviews and signs off on expenditures to ensure costs stay on target.
• Provides strategic support to Product Management & Development and Remote Delivery teams and helps to design the processes and policies necessary to support enhancements and/or new services in a manner that meets member expectations and is consistent with our brand promise.
• Fosters a collaborative, flexible work environment where different opinions are welcomed, calculated risk-taking encouraged and personal accountability expected.
• Stays on top of changes in regulations and works closely with Compliance to adjust our operational practices and/or training as needed.

Other:

• The above duties reflect management’s current assignment of essential functions, and responsibilities may be added or taken away from this position in the future based on the Credit Union’s objectives and business needs.
• This job description is subject to change at any time.