Director Credit Card Customer Service Jobs in Reston, VA

Mission

In the Senate Community tradition of service, we strive to improve the financial wellness of our members throughout all stages of life by integrating sustainability and security into every financial solution.

Culture Competencies: S.T.R.I.V.E

• Maintains our members' and employees' trust by safeguarding their financial data and information.
• Values and respects everyone's abilities, opinions and feedback to achieve trust, safety, and well-being in a friendly, welcoming and cooperative environment. Actively devoted to our motto of 'better together'.
• Is honest, professional, authentic, and genuine in creating relationships that are uncompromising and true to ethical principles.
• Generates new ideas, supports change, provides new efficient solutions and solves problems creatively while balancing risk.

General Summary:

Under general supervision, ensures compliance with established policies, procedures, and regulatory requirements while overseeing the daily operations of Card Services. Processes member fraud claims for all card products, creates and manages fraud/non fraud cases, monitors member accounts, ensures all Visa reconciliations and general ledger accounts are balanced daily, and provides guidance and support to team members. Serves as the department lead in the manager's absence and works collaboratively with other departments to deliver exceptional member service.

Major Duties & Responsibilities:

• Processes fraud/non fraud and ATM disputes for all debit and credit card products, ensuring timely resolution according to regulation and appropriate documentation.

• Creates, reviews, and manages member fraud cases while maintaining accurate records.
• Balances all Visa reconciliations and related general ledger accounts daily.
• Monitors member accounts and resolves card-related issues promptly and professionally.
• Ensures all card product transactions are posted accurately and within established timeframes.
• Mentors, cross-trains, and provide day-to-day guidance to team members to ensure operational consistency.
• Acts as department lead and provides operational coverage in the absence of the Card Services Manager.
• Assists with departmental projects, workflow improvements, and implementation of new processes.
• Maintains compliance with Visa Operating Regulations, NACHA, Regulation E, BSA, OFAC, and all applicable federal and state regulations.
• Develops and updates departmental procedures to improve efficiency, service quality, and internal controls.
• Works collaboratively with internal departments, vendors, and members to resolve complex issues.
• Participates in team meetings, training initiatives, and continuous improvement activities.
• Demonstrate dependable attendance and punctuality to support team productivity and business objectives. Performs other duties as assigned.

Non-essential Duties & Responsibilities

• Performs other duties as assigned.

Education: High School Diploma or equivalent required; Associate's degree in Business, Finance, or related field preferred.

Experience: Minimum of three years of card services, fraud operations, banking, or financial institution experience, including demonstrated leadership or team lead responsibilities

Skills: Excellent written and verbal communication, analytical and problem-solving skills, proficiency with Microsoft Office, strong organizational skills, attention to detail, ability to mentor others, and working knowledge of Visa regulations and card processing systems.

Location: This position is located at Headquarters (Alexandria, VA).

Supervisory: None Required.

Time in Service: None Required.

Salary Range: Metropolitan Area (DC, MD, VA) $69,518.23- $104,277.35

Benefits: Health Insurance including Medical, Dental, Prescription, Vision, 401(k) Retirement Plan, Incentive bonus, 12 Holidays, 15 Vacation days, 9.75 Sick days, Flexible Spending Account, Life Insurance, Free parking or Metro Smart Benefits and Tuition reimbursement.

Equal Opportunity Employer/Veterans/Disabled

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.