Director Credit Card Customer Service Jobs in Raleigh, NC

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!
Position Overview:
Credit Card Systems is a project driven department where the content of assignments and duties constantly varies. The Credit Card Systems Manager should possess an authoritative knowledge of Credit Card Systems and its impact on Card Services, Loan Administration, and the Credit Union as a whole. This manager will be able to see the overall strategy, alternative approaches, a vision of what may be possible, and will be able to use this vision to guide the Credit Card Systems and Card Fulfillment Analysts in the department.
The Credit Card Systems Manager will manage, plan, direct, coordinate, and supervise system changes and implementations related to credit card processing and fulfillment. This manager will interact regularly with key stakeholders, organizational leadership, and multiple vendors to implement credit card solutions, services, products, and enhancements to meet the current and growing demands of the Credit Union membership and employees. The manager is also responsible to immediately and effectively address production issues and enforce proper corrective resolution to satisfy member and employee impact, compliance, and regulatory requirements.
Responsibilities:
25%- Prioritize, manage, and assign projects and change requests. Plan and implement change initiatives. Review and approve project presentations, test scripts, summaries, and other project related documentation. Participate in user requirements gathering and map those requirements into systems implementation, setup, and architecture configurations. Analyze results of system and integrated testing in conjunction with business stakeholders to ensure that all business requirements are met. Work to quickly mitigate risks and resolve blockers.
20%- Ensure the functionality of all credit card systems, applications, and processes remains intact. Communicate any issues and work to resolve quickly. Work with various systems and technical teams, vendors, and others as needed to scope requests, ensure access to needed applications, manage technical upgrades, and implement monthly, quarterly, or annual Business-as-Usual (BAU) initiatives.
15%- Support innovation and creativity by encouraging staff to accept and resolve challenges. Create and oversee the creation of training materials. Participate in cross-systems enterprise coordination and planning to deliver best systems value to the community, including architecture, data management, processes, and integration. Provide high-level escalated support to business users and manage escalation of support questions to the vendor. Report to key stakeholders and upper management on program status and progress.
15%- Establish expectations and clear direction for the department to meet goals and objectives. Motivate and engage employees through effective communication. Present information effectively in a manner suited to the characteristics and needs of the audience. Convey information clearly and concisely either verbally or in writing to ensure that the intended audience understands the information and the message.
15%- Observe and assess work of the Credit Card Systems team and provide feedback/approvals as needed. Develop plans for employees to gain necessary knowledge, skills, and abilities to successfully perform their duties. Plan for and support employees in career development opportunities. Assign work and establish work rules and acceptable levels of quality and quantity of work.
10%- Promote new, efficient ideas to leadership teams in Card Operations for making our current operations more productive.
Internal Relationships:
Product & Portfolio Strategy, Card Strategy, Card Loyalty, Credit Card Fraud and Disputes, Debit Card Systems, and Card Operations:

• Work and collaborate with various teams in Card Services to understand, refine, and prioritize business requirements, troubleshoot production issues, and ensure the functionality of all credit card applications and processes.

Enterprise Business Systems Analysts, Enterprise Fraud, EPMO, Legal Services, Card Compliance, and Quality Assurance:

• Work with departments across the Credit Union departments in a high-paced environment throughout the project lifecycle to ensure the delivered solution meets the business requirements.

Account Systems, IT Applications/Transformation, Automated Payment Services, Deposit Services, Digital Services, Enterprise Application Services/Imaging Systems, Image Operations, Lending Change Administration, Loan Origination Systems, Loan Servicing Systems, MARGO System Design:

• Develop trusted relationships across the organization, including Technology and Business stakeholders with an emphasis on fostering teamwork and compromise, while driving to a common goal.

Application Services/Mulesoft teams and CORE Transformation/IT Applications teams:

• Work with Card IT Applications and other IT development teams to troubleshoot production issues, implement system changes and upgrades, implement monthly, quarterly, or annual Business as Usual (BAU) initiatives, and analyze and translate requirements into technical solutions.

Branches/MSS:

• Respond to branch, MSS, and operations employee concerns promptly and courteously with the intent to reconcile all problems.

External and Vendor Relationships:
Fiserv:

• Work with Fiserv as the processer and host for SECU credit card products. Reach out to the Fiserv Response Center as needed to troubleshoot production issues, resolve file transmission errors, and report/track connection issues with SECU dedicated Fiserv circuits. Enforce vendor management processes to ensure the vendor is promptly meeting our needs and requirements.

Velera:

• Velera is our 'service provider' for credit cards and acts as a liaison between SECU and Fiserv in a client services capacity. Credit Card Systems employees are responsible for communicating directly with Velera representatives to open projects, create service tickets to answer questions or resolve issues, and to report connection or functionality issues with Velera services, applications, or VPN connections. Enforce vendor management processes to ensure the vendor is promptly meeting our needs and requirements.

Visa:

• Receive, interpret, and share information from Visa regarding required mandates, new or highlighted services, or other information as it is received. Open Service tickets with Visa as needed to troubleshoot issues, resolve questions, provide resources for upcoming projects, and schedule testing windows. Monitor Stand in Processing parameters and propose updates to management as needed. Enforce vendor management processes to ensure the vendor is promptly meeting our needs and requirements.

InComm:

• Communicate and implement any processing changes performed by our Loyalty provider, InComm, to internal staff and systems. Review performance measures with InComm to assist with overseeing and promoting successful credit card rewards programs.

Cardinal Commerce:

• Open projects and support tickets as needed to support Visa Secure, a fraud prevention tool for online purchases.

Education:
Required: Bachelor's degree -OR- associate's degree and 9 years of relevant work experience.
Desired: Bachelor's degree.
Experience:
Required - 5 years of relevant work experience.
Desired - 8 years of relevant work experience.
Required Knowledge, Abilities, Skills:

• Experience working in large, enterprise level programs/projects.
• Strong experience working between multiple projects simultaneously, with varied degrees of complexity and duration.
• Able to document step-by-step processes, testing, and outcome as it relates to projects and any new change.
• Able to work collaboratively with others to accomplish objectives, while establishing confidence and respect.
• Possess excellent telephone, email, and personal communication skills, problem solving/troubleshooting skills, be very well-organized, professional, resourceful, and have a willingness to help others.
• Possess positive attitude and seek to foster strong working relationships between branch, operations, and our vendor partners.
• Displays a detailed comprehension of Microsoft Office Applications, especially Excel, Word, and Outlook.

Desired Knowledge, Abilities, Skills:

• Project management and/or QA testing experience is preferred.
• Experience with Credit Card Operations or payment related industry.
• Hold a high understanding of how the implementation of new processes and/or services can best be achieved, as well as how those changes can affect our membership.
• Is well versed in the functionality of all systems that interact with credit card systems applications and has a technical understanding of Fiserv and Velera applications and processes.
• Possess knowledge of appropriate policies and procedures for recruiting, selecting, developing, counseling, disciplining, and evaluating performance of employees to retain a diverse workforce.
• Strong, proven, project management experience and skills.
• Able to synthesize requirements, break them into logical phases and identify key dependencies required for success.
• An in-depth knowledge of Credit Card Systems, Card Operations, and the Credit Union as a whole.
• Have a complete understanding of our credit card portfolio, test environments, M-Cycle, CICS, Okta, FDR/Fiserv, Fiserv Documentation, Product Control File and its purpose, OnBase, Visa Access, ROWnet, and MARGO Platform/Teller, as well as branch and operations departments.
• Has a full understanding of the job functions of other SECU Operations Departments, how they interact with Credit Card Systems, and how our initiatives may impact these departments.
• Displays the ability to interpret industry bulletins, newsletters and mandates from Visa, Fiserv, Velera, and InComm as they relate to products or processes.
• Displays a detailed comprehension of the Atlassian applications Confluence and Jira.

Special Position Requirements:
Sitting for prolonged periods.
Computer for prolonged periods.
SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.
Disclaimer
State Employees' Credit Union reserves the right to fill this role at a higher/lower level based on business need.