Credit Card Customer Service Jobs (NOW HIRING)

PenFed is hiring a (Hybrid) AVP Credit Card Portfolio Management at our Tysons, Virginia; Eugene, Oregon; Omaha, Nebraska or San Antonio, Texas location.  The primary purpose of this role is to design and implement the cardholder lifecycle experience and engagement across all credit card products.  The position will drive growth and strategic innovation within PenFed’s cardholder experience by planning and executing effective balance and spend stimulation strategies.  The role will collaborate with Credit Policy and Risk teams, Marketing, Technology, Card Operations and Servicing, and other partners to ensure the member’s experience aligns with the overall product strategy. This position will maintain strong relationships across consumer bank product divisions to drive success of the high growth consumer business. Primary KPIs include overall portfolio balances, card spend volume, retention, and other engagement metrics.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned.

• Responsible for growing portfolio balances, activity, revenue, and profitability on legacy and existing accounts.
• Design, execute and analyze complex, highly strategic, multi-channel marketing initiatives through partnership and collaboration with peers in other departments.
• Increase cardholder activity including Top of Wallet, average spend, and other usage.
• Work with Marketing and other teams to create a portfolio marketing roadmap that includes Early Month-on-Book (EMOB) programs, Balance Transfer programs, Spend Stimulation, and another portfolio outreach.
• Work with Product Managers to drive rewards engagement and usage through earn and burn programs.
• Oversee existing credit card accounts engagement analytics, including EMOB activation, usage metrics, balances and retention.
• Work with Credit Policy, Fraud, and Operations teams to optimize transaction authorizations.
• Provide product performance reporting as well as industry benchmark data to executive management; be an expert with respect to the competitive landscape.
• Leverage data and technology to analyze results, manage performance, and constantly improve the member experience.
• Take the lead in creating requirements/user stories and orchestrating work efforts / sprints across internal and partner teams.
• Support the broader product management organization and provide coaching and development opportunities for team members to advance their career.
• Assist with special product strategy projects as needed.
• Manage key external partners and vendors (networks, processors, rewards platforms, fraud/identity providers, digital wallet partners, etc.) including performance, SLAs, issue resolution, and commercial negotiations.

Equivalent combination of education and experience is considered.

• Bachelor’s degree in business or marketing required, master’s degree preferred.
• Minimum of twelve (12) years’ experience in credit card products in credit unions, banking and/or fintech industries required.
• Minimum of five (5) years’ direct management experience and one (1) year of experience in a Director Level role required.
• Experience with Agile & Scrum best practices required.
• Expertise and experience in defining and building out program strategies and roadmaps required.
• Experience with credit card engagement, rewards, and digital experience required.
• Experience designing simple and intuitive user interfaces with the ability to create examples through wire frames and mockups required.
• Experience defining “Digital Experience” best practices and developing prioritization frameworks.
• Proven ability to address and persuade multiple constituencies including senior executives.
• Excellent communicator across all levels within an organization providing clarity to complex concepts and solutions.
• Ability to deliver initiatives from conception through completion on time, within budget, and on or beyond scope.
• Ability to work at the pace of a continuous software development environment using short releases.
• Experience in using A.I. tools preferred.

Supervisory Responsibility

This position will supervise employees.

Licenses and Certifications

No additional licenses or certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Ability to travel to various worksites and be on call may be required.

#LI-Hybrid

Equivalent combination of education and experience is considered.

• Bachelor’s degree in business or marketing required, master’s degree preferred.
• Minimum of twelve (12) years’ experience in credit card products in credit unions, banking and/or fintech industries required.
• Minimum of five (5) years’ direct management experience and one (1) year of experience in a Director Level role required.
• Experience with Agile & Scrum best practices required.
• Expertise and experience in defining and building out program strategies and roadmaps required.
• Experience with credit card engagement, rewards, and digital experience required.
• Experience designing simple and intuitive user interfaces with the ability to create examples through wire frames and mockups required.
• Experience defining “Digital Experience” best practices and developing prioritization frameworks.
• Proven ability to address and persuade multiple constituencies including senior executives.
• Excellent communicator across all levels within an organization providing clarity to complex concepts and solutions.
• Ability to deliver initiatives from conception through completion on time, within budget, and on or beyond scope.
• Ability to work at the pace of a continuous software development environment using short releases.
• Experience in using A.I. tools preferred.

Supervisory Responsibility

This position will supervise employees.

Licenses and Certifications

No additional licenses or certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Ability to travel to various worksites and be on call may be required.

#LI-Hybrid