Keesler Federal Career Opportunity
Be Extraordinary. Lead What’s Next.
Keesler Federal Credit Union is seeking a strategic, forward-thinking leader to shape the future of our credit and debit card programs.
As the Sr. Director of Card Services, you will lead portfolio strategy, product development, rewards, vendor partnerships, risk controls, reporting, service delivery, and overall program performance. This is a high-impact opportunity to drive growth, strengthen member experience, and influence one of the most visible areas of our organization.
At Keesler Federal, we are more than a workplace. We are ONE TEAM built on Authenticity, Approachability, Commitment, and Empathy. With more than 75 years of service, strong community roots, competitive pay, excellent benefits, and an executive team committed to your success, this is where leadership meets purpose.
SUMMARY
Manages all functions of the Card Services Department which include Credit and Debit Cards. The Senior Director will be responsible for establishing and maintaining a road map and they will ensure growth and profitability of Credit and Debit card products. In additions to ensuring compliance with established policies and procedures of the credit union and department, the director will establish and monitor all appropriate risk controls and key performance indicators.
SUPERVISORY RESPONSIBILITIES
Directly manages the department management staff, including but not limited to interviewing, selecting, hiring and training team members; scheduling, assigning, and directing work; coaching, counseling, rewarding, and disciplining team members; evaluating performance; and recommending team members for promotion, transfer, or termination.
ESSENTIAL FUNCTIONS
- Develop and maintain a strategic plan to increase interchange and interest income of the credit union yearly.
- Works closely with the Senior Leadership and the Marketing team to develop and implement plans to increase credit card activation, usage, and card holder engagement for the members of the credit union.
- Monitor and recommend potential changes to the credit card rewards program.
- Research and recommend additional payment products and services that will enhance the credit card reward program.
- Maintain an excellent working knowledge of Visa and Mastercard agreements to include all PIN/POS contracted providers.
- Ensure proper adherence to the credit union vendor policy and procedures.
- Plans, organize, direct, controls and recommend staffing for all functions within the department.
- Counsels and evaluates team members’ performance and conduct.
- Manages the resolution of member complaints and/or problems within the scope and authority of the position.
- Implement new products and services as they relate to the department.
- Establish and monitor risk controls.
- Establish and share reporting on Key Performance Indicators.
- Promotes a quality service environment, which strives to continuously improve customer service.
- Oversees, monitors, and provides assistance with ordering, reordering, and the file maintenance of all plastic cards issued by the department.
- Oversees and monitors the process of reporting lost or stolen plastic cards.
- Delegate’s job duties to staff, ensuring duties are performed accurately and timely.
- Maintains a superior working knowledge of the card processor’s guidelines and regulations.
- Maintains superior working knowledge and daily supervision of the following functions of the Department: Interchange income, interest income, risk controls, card production, member inquiries; problem resolution and service recovery; daily, weekly and monthly reports; lost and stolen account processing; and printing and distribution of reports.
- Manage vendor relationships (e.g. card processors, fraud services, card manufacturers).
- Ensures that team members are thoroughly trained in all phases of their position.
- Evaluates team member performance, approves time off, reviews and approves departmental payroll data, and reviews & approves overtime, as needed.
- Completes department reports and relays the information to management.
- Ensures that a sales and service culture is maintained within the department to achieve member penetration and satisfaction.
- Ensures that department staff maintains the highest level of account security and member verification process.
- Monitors and assists with various computer-generated listings, including but not limited to closed accounts, address changes, dual control ordering of ATM/Debit Cards, reissues and exceptions.
- Offers information and guidance to members and co-workers regarding card fraudulent activity.
- Distributes and assists with completion of all daily work received from the branches and post office.
- Stays informed of changes that affect the outside vendor software systems that are utilized and necessary for the completion of daily work.
- Develops departmental system enhancements for process improvements.
- Ensures all Card Compromises are handled according to KFCU policy.
- Communicate with staff regarding information on orders, reorders, reissues, member inquiries, disputes, and research.
- Meets all required position and department goals.
- Uses coaching skills to routinely and effectively coach staff to meet personal, departmental, and organizational goals, including documenting and tracking progress and results.
- Responsible for compliance with all Federal regulations including Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC)
- Ensure proper ordering of cash for Dolphin ATM’s
- Ensures the credit card payment exception reports are reviewed daily
- Ensures that credit card blocks are placed based on payment exception thresh holds and keeps senior management informed of excessive payment exceptions
- Performs other duties as assigned by Management.
KNOWLEDGE AND SKILLS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education:
- Bachelor’s degree in Business Administration, Finance, or related field or equivalent job knowledge or experience.
Experience and Other Requirements:
- 5–7+ years of experience in card operations, financial services, or banking.
- Proven leadership experience in managing teams and cross-functional projects.
- Strong knowledge of card network rules, compliance requirements, and operational best practices.
- Travel required to work/attend meetings in person at other corporate locations
- Strategic thinker with strong analytical and problem-solving abilities.
- Proficiency in card systems, processing platforms, and data analysis tools.
- Must have an aptitude for accuracy and attention to details.
- Good interpersonal skills with members, co-workers and staff required.
- Must possess the ability to influence and instruct others to provide quality service to members and departmental team members.
- Excellent oral and written communication skills required.
- Must possess a working knowledge of accounting/bookkeeping practices.
- Confidentiality and dependability required.
- Overtime may be required as workload/circumstances warrant.
Interpersonal Skills
The ability to motivate or influence others is a material part of the job, requiring a significant level of diplomacy and trust. Obtaining cooperation (internally and/or externally) is an important part of the job and a high level of interpersonal skills are critical to the success of this position. Work frequently involves contacts requiring considerable discussion of problems, material presentations, and resolving issues impacting departments or divisions.
Computer Skills:
- Extensive use of personal PC required.
- Must be proficient in Microsoft Word, Excel, as well as use of internet and e-mail.
Certificates, Licenses and Registrations:
None required.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the individual is regularly required to sit, stand and walk; stoop, crouch, kneel, or bend at waist; use hands to finger, handle, feel or grasp; reach with hands and arms; and talk and hear. The individual is occasionally required to lift and/or move up to 10 pounds.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Extensive use of desktop computer is required. The noise level is that of a normal office environment.
DECLARATION
The human resources department retains the sole rights and discretion to make changes to this job description.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
