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Director Credit Card Customer Service Jobs in Rochester, NH

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Director Credit Card Customer Service information

See Rochester, NH salary details

$82.7K

$153K

$295.1K

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

As of Jul 31, 2026, the average yearly pay for director credit card customer service in Rochester, NH is $152,988.00, according to ZipRecruiter salary data. Most workers in this role earn between $102,300.00 and $184,000.00 per year, depending on experience, location, and employer.

What are some common challenges faced by a Director of 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 are the key skills and qualifications needed to thrive as a Director of 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 does a Director of 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 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 popular job titles related to Director Credit Card Customer Service jobs in Rochester, NH? For Director Credit Card Customer Service jobs in Rochester, NH, the most frequently searched job titles are:
What job categories do people searching Director Credit Card Customer Service jobs in Rochester, NH look for? The top searched job categories for Director Credit Card Customer Service jobs in Rochester, NH are:
What cities near Rochester, NH are hiring for Director Credit Card Customer Service jobs? Cities near Rochester, NH with the most Director Credit Card Customer Service job openings:
Director Credit Card Customer Service jobs near you
Infographic showing various Director Credit Card Customer Service job openings in Rochester, NH as of June 2026, with employment types broken down into 33% Full Time, 65% Part Time, 1% Temporary, and 1% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $152,988 per year, or $73.6 per hour.

Card Services Specialist - Rochester, NH

Service Credit Union

Rochester, NH • On-site

$21/hr

Full-time

Medical, Dental, Retirement, PTO

Posted 14 days ago

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Service Credit Union is seeking a Card Services Specialist who will be responsible for the daily processing, support, and maintenance of card related operations, including debit and credit cards. This role ensures the accurate and timely issuance of cards, provides customer support for card-related issues, monitors for fraudulent activity, and ensures compliance with internal policies.
"Members are the priority at Service Credit Union, and every role at the credit union is responsible for supporting member solutions and contributing positively to member experience."
Pay: Starting at $21.00 per hour. Flexible based on experience.
Hours: Full time, 9:30 am - 6:00 pm, rotating Saturdays.
Location: Rochester, NH
Benefits Include:
  • Great health and dental benefits starting day one!
  • PTO, long-term disability, and paid holidays.
  • 401k with 8% company contribution after one year of employment.
  • Paid leave policy after 12 consecutive months of employment.
  • Free confidential mental health support program with Talkspace
  • Free identify theft protection through IdentityForce
  • Tuition reimbursement.
  • Training and career growth opportunities.

The Day to Day:
  • Respond to calls and emails from members, Credit Union staff, and processors regarding card services issues.
  • Manage multiple shared email inboxes, ensuring timely and professional responses.
  • Support members with card tokenization through Apple Pay, Samsung Pay, and Google/Android Pay.
  • Process and review travel notifications and transaction exemptions for cardholders.
  • Provide quality support while maintaining professional relationships with peers, staff, and members.
  • Process new debit and credit card requests, replacements, and maintenance in the card management system.
  • Manually add or update cards in Fiserv Client Central as needed.
  • Handle card order exceptions, including expedited and reissued card requests.
  • Communicate with CPI for card orders and fulfillment issues.
  • Review and process monthly renewal files for debit and credit card portfolios.
  • Monitor card activity for suspicious transactions and take appropriate actions, such as blocking and reissuing cards.
  • Handle escalations with Fiserv to assist members with complex issues.
  • Review and post transactions from daily Visa/ATM exception reports.
  • Review RCM files to identify and resolve card errors.
  • Maintain accurate records and documentation in compliance with internal procedures, PCI-DSS, and regulatory guidelines.
  • Update and maintain Salesforce for tracking card activity, reporting, and internal audits.
  • Stay current on changes to web browsers, mobile technology, fraud trends, and card network rules.
  • Investigate daily EnFact alerts and respond appropriately to prevent or reduce fraud losses.
  • Process and investigate Visa CAMS and FICO alerts, and respond appropriately to prevent or reduce fraud losses.
  • Review, investigate, and respond to suspicious and fraudulent card transactions associated with cards listed in the travel spreadsheet.
  • Review, investigate, and respond appropriately to all internal and external reports of suspicious card activity to prevent or reduce fraud losses.
  • Properly notate all suspected or confirmed card fraud.
  • Draft member communications to alert members to suspicious or fraudulent card activity and provide superior service to all members.
  • Update and maintain various fraud monitoring reports.
  • Evaluate, update, and maintain EnFact card rules with the intent of preventing card fraud.
  • Manage calls and emails from the Credit Union staff related to card fraud.
  • Train branches and internal teams on card services procedures and system updates.
  • Share best practices and communicate updates related to card products, mobile solutions, and security enhancements.
  • Maintain confidentiality of member information, financial data, and internal policies.
  • Uphold professional standards of conduct, trust, and integrity in all interactions.
  • Perform other duties and projects as assigned in support of the Card Services department.
  • Attend card fraud related webinars and local fraud network meetings to maintain ongoing knowledge of new or shifting fraud trends.
  • Maintain confidentiality regarding credit union policies and procedures, member financial data, personal information, and work-related events.
  • Regular and reliable attendance is an essential function of this position.

Experience and Qualifications:
  • High School diploma or equivalent required.
  • Prior member service experience desired
  • Demonstrated strong working knowledge of systems used by both front-line and back-office operations (Branch Suite, Client Central, OnBase).
  • Strong understanding of internet-based environments, both full internet and mobile experience. As well as web browser options and configurations for each.
  • Organizational, analytical and problem-solving skills.
  • Able to identify problems, recommend enhancements, and implement solutions in a fast-paced environment.
  • Excellent interpersonal, presentation and organizational skills.
  • Ability to communicate clearly and effectively verbally and in writing
  • Proficient with Excel, Microsoft Outlook, Word, Power point, and various web-based applications required.
  • Strong interpersonal communication skills with the ability to build trust and rapport with members and staff.
  • Demonstrated empathy and emotional intelligence when supporting members in vulnerable or high-stress situations.
  • Skilled in de-escalation techniques and conflict resolution to navigate complex or emotionally charged member interactions.
  • Ability to maintain professionalism and compassion while handling sensitive financial matters.
  • Collaborative mindset for working closely with internal teams to provide seamless service and problem resolution.
  • Sound judgment and discretion when accessing and discussing confidential member information.

At Service Credit Union we celebrate our employees' diverse backgrounds, ethnicities, gender identities, spiritual practices, abilities, and all the other traits that make us individuals. We follow the adage of treating others how we want to be treated while striving for understanding. Together, we create a unique credit union capable of serving our members' needs with the same respect, empathy, and kindness we give each other.
Equal Opportunity Employer

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