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Director Credit Card Customer Service Jobs in Reston, VA

SteerBridge

Customer Support Lead

Vienna, VA · On-site

$100K - $115K/yr

The ideal candidate is a strong people leader with experience supporting credit card products or financial services, excellent communication skills, and a passion for delivering outstanding customer ...

SteerBridge

Customer Support Lead

Vienna, VA · On-site

$100K - $115K/yr

The ideal candidate is a strong people leader with experience supporting credit card products or financial services, excellent communication skills, and a passion for delivering outstanding customer ...

SteerBridge

Customer Support Lead

Vienna, VA · On-site

$100K - $115K/yr

The ideal candidate is a strong people leader with experience supporting credit card products or financial services, excellent communication skills, and a passion for delivering outstanding customer ...

SteerBridge

Customer Support Lead

Vienna, VA

$100K - $115K/yr

The ideal candidate is a strong people leader with experience supporting credit card products or financial services, excellent communication skills, and a passion for delivering outstanding customer ...

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All JobsCredit Card Customer Service JobsDirector Credit Card Customer Service JobsDirector Credit Card Customer Service Jobs in Reston, VA

Director Credit Card Customer Service information

See Reston, VA salary details

$87.9K

$162.6K

$313.7K

How much do director credit card customer service jobs pay per year?

As of Aug 17, 2026, the average yearly pay for director credit card customer service in Reston, VA is $162,623.00, according to ZipRecruiter salary data. Most workers in this role earn between $108,700.00 and $195,600.00 per year, depending on experience, location, and employer.

What does a director credit card customer service do?

A Director of Credit Card Customer Service oversees the operations and strategy of a credit card customer service department. This role is responsible for ensuring high levels of customer satisfaction, managing staff performance, implementing best practices, and aligning department goals with company objectives. Directors also analyze customer feedback, resolve escalated issues, and work closely with other departments to improve products and services. Their leadership is crucial in maintaining compliance with industry regulations and fostering a positive customer experience.

What are the key skills and qualifications needed to thrive as a director credit card customer service, and why are they important?

To thrive as a Director of Credit Card Customer Service, you need expertise in customer service management, deep knowledge of credit card products, and a relevant bachelor's degree or higher. Familiarity with CRM platforms, contact center technologies, and regulatory compliance tools such as PCI DSS is typically expected. Outstanding leadership, strategic problem-solving, and strong communication skills set exceptional candidates apart. These abilities ensure efficient operations, regulatory adherence, and an excellent customer experience in a highly regulated, fast-paced environment.

What are some common challenges faced by a director credit card customer service, and how can they be addressed?

A Director of Credit Card Customer Service often faces challenges such as managing high call volumes, ensuring compliance with financial regulations, and maintaining high customer satisfaction across diverse teams. To address these, it's important to implement robust training programs, leverage customer service technology for efficiency, and foster a culture of continuous improvement. Regular collaboration with compliance, product, and IT teams also helps in proactively identifying and resolving emerging issues, ultimately supporting smoother operations and team morale.

What is the difference between Director Credit Card Customer Service vs Customer Service Manager?

AspectDirector Credit Card Customer ServiceCustomer Service Manager
CredentialsTypically requires a bachelor’s degree; extensive experience in credit card or financial servicesUsually requires a bachelor’s degree; experience in customer service management
Work EnvironmentCorporate office, strategic planning, overseeing large teamsCall centers or customer service departments, team supervision
Industry UsageFinancial services, credit card companiesVarious industries, including banking and retail
Search & Comparison IntentUnderstanding leadership roles in credit card customer serviceComparing management levels in customer service

The main difference between a Director Credit Card Customer Service and a Customer Service Manager lies in their scope and responsibilities. The director focuses on strategic oversight and leadership at a higher level within credit card companies, while the manager handles day-to-day team supervision and customer interactions. Both roles require relevant experience, but the director typically has more extensive credentials and a broader strategic focus.

What are the most commonly searched types of Credit Card Customer Service jobs in Reston, VA?

The most popular types of Credit Card Customer Service jobs in Reston, VA are:

What are popular job titles related to Director Credit Card Customer Service jobs in Reston, VA?

For Director Credit Card Customer Service jobs in Reston, VA, the most frequently searched job titles are:

What job categories do people searching Director Credit Card Customer Service jobs in Reston, VA look for?

The top searched job categories for Director Credit Card Customer Service jobs in Reston, VA are:

What cities near Reston, VA are hiring for Director Credit Card Customer Service jobs?

Cities near Reston, VA with the most Director Credit Card Customer Service job openings:

Director Credit Card Customer Service jobs near you

Customer Support Lead

SteerBridge

Vienna, VA • On-site

$100K - $115K/yr

Other

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 16 days ago

Job description

SteerBridge Customer Support Lead

SteerBridge is a modern technology company delivering innovative, mission-focused solutions to the U.S. Government and private sector. Leveraging deep expertise in federal acquisition, digital transformation, and emerging technologies, we deliver agile, commercial-grade capabilities that accelerate operational effectiveness and drive measurable mission success.

At the core of SteerBridge is our people—especially the veterans whose leadership, problem-solving mindset, and commitment to excellence elevate every project we support. We don't simply hire exceptional talent; we cultivate it, creating meaningful career pathways for veterans, military spouses, and professionals who share our passion for advancing technology and strengthening the missions we serve.

Position Overview

SteerBridge is seeking an experienced Customer Support Lead to oversee daily operations within our Credit Card Customer Service team. This individual will lead a team of customer support professionals, ensure exceptional customer experiences, manage escalated issues, and drive operational excellence through process improvements and performance management.

The ideal candidate is a strong people leader with experience supporting credit card products or financial services, excellent communication skills, and a passion for delivering outstanding customer service in a regulated environment.

Key Responsibilities Customer Service Leadership
  • Lead, mentor, and develop a team of customer support representatives.
  • Foster a customer-first culture focused on service excellence and accountability.
  • Conduct coaching sessions, performance reviews, and ongoing training.
  • Assist with workforce planning, scheduling, and resource allocation.
Customer Support Operations
  • Handle complex customer inquiries and escalations involving:
    • Credit card accounts
    • Billing
    • Payment processing
    • Disputes
    • Chargebacks
    • Fraud concerns
    • Rewards programs
    • Account maintenance
  • Ensure timely, accurate resolution while maintaining high customer satisfaction.
  • Monitor customer interactions to ensure quality standards and compliance.
Process Improvement & Technology
  • Design, document, and optimize customer service processes.
  • Evaluate and improve CRM and customer support technologies.
  • Develop and optimize IVR call flows and customer self-service experiences.
  • Support implementation of new technologies and operational enhancements.
  • Conduct User Acceptance Testing (UAT) for new systems and process changes.
  • Maintain SOPs, process documentation, and knowledge base articles.
Performance & Reporting
  • Monitor and report on key customer service metrics, including:
    • Service Levels
    • Customer Satisfaction (CSAT)
    • First Contact Resolution (FCR)
    • Average Handle Time (AHT)
    • Quality Scores
  • Present performance insights and recommendations to leadership.
  • Identify opportunities to improve efficiency and customer experience.
Compliance & Risk
  • Ensure customer interactions comply with company policies and applicable regulations.
  • Maintain awareness of consumer banking and credit card regulations.
  • Identify potential operational, fraud, or compliance risks and escalate appropriately.
Training & Development
  • Support onboarding of new customer support representatives.
  • Create training materials and best practices.
  • Promote continuous learning and professional development across the team.
Required Qualifications
  • Bachelor's degree or equivalent professional experience.
  • 3–5+ years of customer service experience in banking, financial services, credit card servicing, or a related industry.
  • 1–3+ years of leadership or supervisory experience.
  • Strong understanding of:
    • Credit card products
    • Billing cycles
    • Payment processing
    • Disputes and chargebacks
    • Fraud prevention
  • Experience using CRM or customer service platforms (Salesforce, Zendesk, Genesys, or similar).
  • Excellent communication, conflict resolution, and problem-solving skills.
  • Strong organizational and multitasking abilities.
  • Proficiency with Microsoft Office applications.
Preferred Qualifications
  • Experience working in a regulated financial services environment.
  • Knowledge of consumer banking regulations and compliance.
  • Experience leading quality assurance or performance improvement initiatives.
  • Experience with workforce management and contact center operations.
  • Familiarity with IVR design and customer self-service technologies.

Benefits

  • Health insurance
  • Dental insurance
  • Vision insurance
  • Life Insurance
  • 401(k) Retirement Plan with matching
  • Paid Time Off
  • Paid Federal Holidays

$100,000 - $115,000 a year Salary is commensurate with experience, qualifications, and overall fit.

SteerBridge is proud to be an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace where all qualified applicants and employees are treated with respect and dignity—regardless of race, color, gender, age, religion, national origin, ancestry, disability, veteran status, genetic information, sexual orientation, or any other characteristic protected by law.

We also provide reasonable accommodations for individuals with disabilities in accordance with applicable laws. If you require assistance during the application process, we encourage you to reach out so we can support your needs.

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