Vice President Card Services

Vice President Card Services

This position is based at our Corporate Headquarters in Oak Ridge, TN (221 S. Rutgers Avenue). The deadline to apply for this opportunity is Thursday, October 9, 2025.

Role: The VP Card Services is responsible for the strategic leadership and operational oversight of ORNL Federal Credit Union's credit and debit card programs. This role ensures exceptional service delivery, regulatory compliance, and continuous innovation in card products and services.

Essential Functions and Responsibilities:

• Operational Leadership: Directs all aspects of card processing operations, including transaction clearing, dispute resolution, chargebacks, settlements, and card issuance. Ensures service level agreements (SLAs) are consistently met for response times, issue resolution, and compliance standards. Leads and develops high-performing card servicing teams, fostering a culture of accountability and excellence. Ensures the card team is actively engaged with internal stakeholders and monitors hotline activity, service levels, and frequently asked questions. Works with executive leadership to support staff development to empower member service staff to achieve first call resolution and reduce escalations to complex and unique member service events. Supports the technology team with all card related functions –examples include digital issuance, branch issuance, cash advance, and balance transfer.
• Risk and Compliance: Collaborates with Information Security, Information Technology, Risk, Fraud, and Compliance teams to proactively identify and mitigate card-related threats. Ensures adherence to all applicable regulations, card network rules, and internal policies. Ensures strict adherence to Regulation E and maintains appropriate documentation to support disputes, chargebacks, fraud packets, and related activities. Works closely with VP of Compliance and Information Security to review card activity and applicable compliance triggers related to card activity and volumes.
• Strategic Partnerships and Vendor Management: Evaluates vendor performance and leads contract negotiations with card processors, networks, and service providers. Maintains strong relationships with external partners to ensure optimal service and innovation. Serves as the primary contact for Card Brand relationships, such as Visa, and ensures regular meetings and quarterly business reviews are conducted to focus on both card portfolios. Conducts quality reviews with processors for third-party call centers supporting debit and credit cards. Ensures high levels of service are maintained and member requests are addressed appropriately.
• Product and Member Experience: Partners with Product and Marketing teams to support card product innovation, rewards programs, and usage campaigns. Champions initiatives that enhance the member experience and drive card adoption and engagement. Works collaboratively with Marketing to develop routine member communications based on card activity triggers. Ensures card features and functions are accurate and available on the website and in marketing collateral. Remains knowledgeable of industry and Fintech innovations and the impact to consumer card utilization. Works collaboratively with IT and Digital providers to ensure best in class card management features and functions are enabled and available. Works collaboratively with Lending to support portfolio management. Provides reporting on card status exceptions and ensures timely resolution. Provides support to all channels for both card present and card not-present transactions. This includes branch, merchant, online, and ATM to name a few.
• Performance Management: Develops and monitors operational metrics, dashboards, and KPIs to drive performance and identify opportunities for improvement. Provides strategic leadership in planning for new technologies, system enhancements, and integrations.
• Performs other job-related duties as assigned.

Experience: Five or more years experience in card services and member service required. Proven leadership experience in card services or payment operations, preferably within a financial institution.

Education: Bachelor's degree in Business or in related field, or an equivalent combination of education, training, experience, or military experience.

Other skills required:

• Proficiency in Microsoft 365.
• Deep understanding of card processing systems, regulatory requirements, and industry best practices.
• Strong analytical, communication, and vendor management skills.
• Ability to lead cross-functional initiatives and drive continuous improvement.

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 notice from the Department of Labor.