UW Credit Union · 1 week ago
Credit Card Manager
Madison, WI
Full-time
Onsite
Senior Level
$92K/yr - $115K/yr
6+ years expUW Credit Union is seeking a Credit Card Manager to contribute to the development and execution of credit card initiatives. This role involves optimizing the credit card user experience, managing vendor relationships, and ensuring operational excellence while leading a team in a fast-paced environment.
BankingFinancial ServicesMortgage
Hiring Manager
Ashley Curless
Responsibilities
Develop and Execute Program Strategies
Collaborate with the Director of Card programs and VP of Loss Prevention & Card Programs to develop and maintain the Card Programs Roadmap and annual business plans
Coordinate and oversee the execution of projects and initiatives identified with the within Card Programs Roadmap and annual business plans
Discern and maintain a keen focus on the credit card cardholder user experience. Influence the design of end-to-end cardholder experience (touch points, reactions, complaints and compliments) that enhances product offerings and drive high member utilization
Advocate and champion the future vision of the Credit Card Programs to Card Programs team members and other internal stakeholders
Stay abreast of marketplace providers, participate in vendor due diligence, and make recommendations for the selection of new providers
Meet or exceed Card Program goals established on an annual basis
Keep informed on general credit card industry product developments and recommend new product features, designs, and/or benefits
Establish a network of peers within the industry to exchange best practices, trends, and vendor experiences
Approve vendor invoices and monitor profitability reports and departmental budgets to ensure departmental and organizational goals are being met
Develop, review, and recommend new functionality, methods and procedures to increase departmental efficiency and/or enhance the credit card cardholder user experience. Collect and report on improvements
Review state, federal, vendor and industry communications to ensure department follows all rules or regulations and/or is aware of any changes that have a material effect on card program operations
Participate in, provide solutions to, and manage ongoing updates on annual internal and external audits
Manage vendor relationships including monitoring service-levels to ensure contractual commitments are maintained by all vendors. Address and rectify non-compliant issues in a timely manner
Work closely with Credit Card Coordinator to communicate compliance or product changes and to stay abreast of day-to-day vendor communication, issues and changes
Create strategies and best practice requirements for the handling of dispute and fraud processing to increase recovery rates, create efficiency and reduce member effort and friction
Ensure policies and procedures are developed, implemented, evaluated, documented and maintained within the department
Ensure complex cardholder issues are resolved with the goal of deepening cardholder loyalty
Collaborate closely with other areas of the organization to identify and implement changes that optimize the credit card cardholder user experience by enhancing member value and reducing friction and member effort. Help build and sustain change by using proven change management tools and serving as a change agent, coach and educator
Identify and lead the creation of internal and cross-functional training and communication items
In collaboration with the Debit Card Manager and Director of Card Programs, gather, organize, evaluate and prioritize enhancement requests from business units
Create and maintain a strong, collaborative and productive partnership with key cross functional areas including Consumer Lending, Marketing & Communications, Loss Prevention, Membership Services, Internet Services, IT, Member Sales and Services, and Member Solutions Center
Collaborate closely with Consumer Lending to help align credit card strategies and solutions around a common goal of creating deeper member relationships
Qualification
Required
Bachelor's degree in business or related field required (comparable years of experience will be considered in lieu of a formal degree)
6-7 years of Card Programs experience required
4-5 years of supervisory experience required
Must be well organized with experience in planning and project execution
Thorough understanding of processor pricing, including interchange income and expenses to optimize overall product profitability
Excellent written and verbal communication skills as demonstrated by the ability to write clear, concise documentation, memos and email, and facilitate staff meetings and give presentations
Demonstrated critical thinking and decision-making skills
Ability to negotiate priorities, manage multiple tasks and projects simultaneously
Ability to work collaboratively with others at various levels in the organization
Demonstrated successful leadership and change management skills required
Demonstrated ability to thoroughly research and organize data
Ability to use a personal computer and related software including, Word, Excel and Microsoft Outlook
Knowledge of State and Federal compliance regulations (Reg E and Reg Z) applicable within the card payments industry
Comfortable juggling multiple priorities, while working in a fast-paced and agile team
Company
UW Credit Union
UW Credit Union is a provider of a full range of consumer financial services.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Paul Kundert
President/CEO
Brad McClain
CFO
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