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Director Credit Card Customer Service Jobs in Springfield, VA

Aplaro Ltd

Credit Business Analyst, Growth

Washington, DC · On-site

$166 - $195/hr

By using data and customer feedback, we design growth initiatives that expand our credit card offerings. We aim to make financial services accessible to everyone, building programs that support ...

SLM

Director, Credit Risk

Sterling, VA · On-site

Director, Credit Risk When you join Sallie Mae, you become a champion for all students. We're on a ... Conduct independent credit risk assessments and thematic reviews across origination, servicing ...

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Sallie_mae

Director, Credit Risk

Sterling, VA

Conduct independent credit risk assessments and thematic reviews across origination, servicing, loss mitigation, and recovery activities,identifyingemerging credit risks and exposure across the ...

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

Director Credit Card Customer Service information

See Springfield, VA salary details

$88.3K

$163.3K

$314.9K

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

As of Sep 6, 2026, the average yearly pay for director credit card customer service in Springfield, VA is $163,275.00, according to ZipRecruiter salary data. Most workers in this role earn between $109,200.00 and $196,400.00 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 Springfield, VA?

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

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

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

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

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

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

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

Director Credit Card Customer Service jobs near you

VP, Credit Card Portfolio

Andrews Federal Credit Union

Suitland, MD • On-site

Full-time

Re-posted 16 days ago

Job description

Position Summary
The Vice President, Credit Card Portfolio is responsible for leading the growth, profitability, and strategic direction of the credit card business for a $2.69B credit union. This executive owns portfolio performance, including new account growth, activation, spend, balances, interchange income, retention, and credit quality. The role combines portfolio management, analytics, product strategy, marketing optimization, and cross-functional leadership to drive sustainable growth while maintaining alignment with the credit union's risk appetite and member-first mission.
Key Responsibilities
  • Develop and execute a credit card growth strategy designed to increase card penetration, new account acquisition, active cardholders, purchase volume, outstanding balances, and overall portfolio profitability.
  • Own portfolio performance and growth objectives, including new accounts, activation rates, card usage, outstanding balances, revolving balances, purchase volume, interchange revenue, net interest income, and return on assets.
  • Lead acquisition strategies through pre-approved, pre-qualified, cross-sell, digital, branch, and partnership channels while optimizing approval rates, activation rates, and cost of acquisition.
  • Drive activation and engagement strategies that improve first-use rates, increase active cardholders, and accelerate card usage and spend.
  • Develop initiatives to increase purchase volume, transaction frequency, wallet share, rewards engagement, and average spend per active account.
  • Lead retention and loyalty strategies designed to reduce portfolio attrition, improve active card retention, and increase customer lifetime value.
  • Manage portfolio profitability through optimization of pricing, rewards, credit line management, balance transfer programs, promotional offers, and member engagement strategies.
  • Oversee portfolio analytics across acquisition, activation, utilization, spend, revolve rate, attrition, profitability, and lifetime value to identify growth opportunities.
  • Conduct segmentation, cohort, and vintage analyses to improve card penetration, utilization, balances, and profitability.
  • Develop predictive models and forecasting methodologies to project portfolio growth, purchase volume, revolving balances, interchange revenue, profitability, attrition, and lifetime value.
  • Evaluate and optimize credit line assignment, credit limit increase programs, and utilization strategies to increase responsible balance growth while maintaining acceptable risk levels.
  • Work with Risk to monitor delinquency, charge-offs, loss rates, fraud losses, and credit quality indicators.
  • Partner with Marketing to monitor campaign effectiveness using performance metrics and ROI analysis to improve conversion, activation, spend growth, and retention outcomes.
  • Assess channel effectiveness across digital, branch, direct mail, and partnerships and adjust investment based on performance and ROI.
  • Build business cases and financial projections for new products, enhancements, partnerships, and growth initiatives.
  • Develop executive dashboards that track portfolio growth, active accounts, card penetration, balances, profitability, activation rates, retention, and credit quality.
  • Present portfolio performance, forecasts, growth opportunities, and strategic recommendations to executive leadership and the Board.
  • Lead, develop, and mentor a high-performing team focused on portfolio growth, analytics, profitability, and member engagement.

Qualifications
  • 10+ years of progressive experience in credit card portfolio management, consumer lending, payments, or retail banking.
  • Bachelor's degree required; advanced degree preferred.
  • Demonstrated success growing a credit card portfolio within a credit union, regional bank, or similar-sized financial institution.
  • Strong experience with portfolio analytics, P&L management, forecasting, segmentation, and growth strategy.
  • Experience leading cross-functional initiatives across Marketing, Risk, Finance, Operations, and Product.
  • Executive-level communication and leadership skills.

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