AVP Card Operations
Northwest Federal Credit Union

Overview

The AVP Card Operations is responsible for planning, developing and executing product strategy with an emphasis on member experience, new products and innovation in digital experience, profitability and portfolio growth. This role will provide leadership and direction to the Card Operations Department and ensure compliance with established policies, procedures and state and federal regulatory requirements.

Responsibilities

• Supervise 10-12 employees within the Card Operations Department
• Responsible for all operational and servicing aspects of card products
• Create efficient and cost-effective ways to provide staff with the tools and resources that enables them to provide exceptional member service related to card products
• Research, recommend, and oversee implementation of new products and services in collaboration with other departments and stakeholders
• Make recommendations to the VP of Lending Operations on new products, services and vendor relationships
• Perform research and analysis to determine portfolio trends, and compares results against industry data to identify opportunities for engagement
• Create and lead the product vision and strategy for consumer and business credit, debit and rewards program to include product roadmap development, prioritization and ongoing management of the portfolio. This includes using market trends and emerging technology
• Lead the execution of new products and enhancements, coordinating with Marketing, Retail, Lending and other staff to ensure successful timely and efficient development and delivery of card products and services
• Optimize the performance and operational productivity of the Card Operations Department maximizing efficiencies and reducing costs
• Perform fraud data analysis in collaboration with the Visa's Risk Management team to construct data into meaningful actionable information to assist maintaining an appropriate balance between risk tolerance and transaction approval rate
• Develop and maintain relationships with related vendors, including negotiating service delivery SLAs and pricing
• Gather data needed to plan promotional campaigns and provide post-campaign results
• Prepare and adhere to the department's annual budget
• Conduct audits of activities and various department functions to ensure timely, accurate and complete processing of operational processes as well as compliance with regulations and internal guidelines
• Meet with direct reports on a consistent basis to review standard quality of work
• Maintain the documentation for all department policies and procedures
• Oversees all training and development for the Card Operations staff
• Write and conduct performance reviews
• Remains cognizant of and adheres to NWFCU policies, procedures and regulations pertaining to the Bank Secrecy Act (BSA)
• Perform other related duties as assigned

Qualifications

Required

• High-school diploma or equivalent
• Minimum 10 years of cards experience
• Minimum 5 years of management experience
• Management experience directing a card operations department for a similar size organization
• Working knowledge of VISA and VISA DPS
• Working knowledge of Regulation E (Fraud Claim Adherence and Reporting)
• Working knowledge of Regulation Z (Truth in Lending Act)
• Working knowledge of The Fair Credit Reporting Act (FCRA)
• Ability to work on-site in our Herndon, VA headquarters, Monday through Friday 8AM to 5PM

Preferred

• Bachelor's Degree in Business Administration or equivalent
• Card operations experience in a financial institution
• Working knowledge of Valera, FISERV DNA and Alkami

Additional Compensation

Northwest Federal offers a comprehensive and inclusive benefits program, which includes medical, dental and vision plans for you and your family, 4 weeks paid vacation, 12 paid holidays, 24 hours of paid volunteer time, parental leave, company paid disability and life insurance, and a generous 401(k) plan with up to 7% employer match.

EEO Notice

Northwest Federal Credit Union is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.

NWFCU complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Department at 703-709-8900 or HRDepartment@nwfcu.org.

---