Safety National
SUMMARY:Under the direction of the VP of Electronic Services, the AVP of Electronic Services is responsible for maintaining and overseeing the debit/credit card portfolio, including disputes, ATMs/Interactive Teller Machines, Digital Banking, online account opening, and wires. Has current-in depth knowledge of credit union services, Visa® guidelines, Regulations Z, Regulation E, Regulation D, and other Federal Regulations and guidelines that govern cards, payments, and digital. As a proactive leader, the AVP provides a high level of expertise regarding competitor and industry-related payment systems, products, pricing, practices, and trends. The AVP works collaboratively across all business units to promote continuous improvement of the credit union's electronic services, offering and increased engagement with members through these channels.ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:•Oversees card services; transfer services-including A2A and P2P; bill pay; etc. This includes strategic and tactical business planning, product development, product and service enhancements, market and competitive analysis, and delivery of member experience.•Measures, analyzes, and regularly reports on product performance via available metrics in order to better leverage existing and evolving payment solutions to drive credit union growth and member value.•Develops and maintains strategies, policies, and plans that support the Credit Union's business objectives and evaluates progress on a regular basis. Proactively keeps Vice President informed and removes obstacles that prevent the department from reaching business goals and objectives.•Maintains knowledge of emerging cards, payment, and digital industry trends. Monitors and analyzes competitive market trends affecting area of responsibility including but not limited to, product offerings and specials; recommends appropriate action. Build strategies to combat competitive threats and increase share of wallet.•Collaborates with other departments to ensure member facing employees are armed with knowledge to educate members and showcase the products and services available.•Oversee compliance with network reporting requirements on a daily, monthly, quarterly, and annual basis.•Serves as a tactical contact with internal resources and related third-party vendors to generate requests and resolve issues/bugs for enhancements, upgrades or custom requests as identified. Works to Maximize the value members receive from the tools and capabilities we offer members.•Regularly partners with Marketing resources to promote the credit union's evolving Brand through increased marketing efforts, member engagement, maintenance outages and features awareness.•Demonstrates the ability to keep abreast of latest trends through Brand involvement and meaningful research on what is best suited for the credit union and its members.•Consistently leverages data and analytics to have a strong understanding of assigned areas to make decisions and strategic recommendations.•Provides necessary documentation in a timely manner to support periodic internal and external audits.•Provides leadership to assigned employees and establishes programs to support, mentor, and develop them. Hires, coaches, evaluates, and disciplines staff.•Maintains excellent member service levels and troubleshoots related member user support issues to resolution. Exhibits complete communication lifecycle on the credit union mandated internal systems (JIRA, Synapsys, etc.)•Develops and/or updates terms and conditions, policies, and procedures related to card services and payments.•Conducts formalized and ad-hoc training for card products, payments products, and digital products/services.•Knowledgeable concerning applicable rules and regulations governing card product and payments channels.•Responsible for preparing budget where card, payments, and digital products, services, and tools are concerned.•Other duties as assigned.SUPERVISORY RESPONSIBILITIES:Directly supervises the Manager of Digital Banking and the Manager of Card and ATM Services. Is responsible for the overall direction, coordination, and evaluation of these employees.Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.PERFORMANCE STANDARDS:Must be subject matter expert regarding setup and functionality of the credit union's card, payments, and digital products/services/tools in order to drive member adoption and engagement. Cooperative and positive attitude toward members and fellow credit union staff. Professional appearance and demeanor. The position holder must be a self-starter, who displays appropriate interpersonal skills in a variety of situations.QUALIFICATION REQUIREMENTS:To perform this job successfully, an individual must be outgoing, analytical, enthusiastic, conscientious, group oriented, open to change and be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.REGULATORY REQUIREMENTS:This position has specific procedures that must be followed to comply with the Privacy Act, Office of Foreign Assets Control (OFAC), and Bank Secrecy/Patriot Act. Annual training will be provided to keep current on any changes to these policies/procedures to ensure compliance. Failure to comply with procedures may cause termination of your position as well as possible monetary penalties from the federal regulatory agency.EDUCATION and/or EXPERIENCE:Associate or bachelor's degree in business, Marketing, Technology, or related field. eight to ten years related experience and/or training; or equivalent combination of education and experience required. Previous experience as a leader in a credit union highly preferred. Experience with hosted web-based services and delivery methods is preferred. Experience with card products, payments, and digital products in the financial industry including knowledge in core banking platforms, payments, omni channels or loan origination systems a plus. Equal Opportunity Employer 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 notice from the Department of Labor.