Electronic Services Manager

Department:

Electronic Services (Card Services + Phone Center + Digital Account Delivery)

FLSA:

Non-Exempt Direct Reports:

4 (initially)

Location:

On-site Schedule:

Monday-Friday; oversight of after-hours servicing vendor experience and escalation support as needed

Pay Range:

$55,000 - $65,000

Position Summary:

The Electronic Services Manager is a hands-on leader responsible for launching and operating a combined Electronic Services Department that includes Card Services, Phone Center account servicing, disputes/chargebacks, fraud intake support, card maintenance, and digital account delivery support. This role owns day-to-day execution, service quality, audit readiness, vendor oversight for after-hours member support, and recurring monthly/quarterly/annual card network reporting. The Manager sets clear standards, builds scalable processes, develops staff, and drives a consistently high member experience through strong ownership, documentation, and continuous improvement. Essential Functions and Responsibilities 1) Department Leadership and Daily Operations Lead daily operations across phone servicing, card maintenance, dispute/chargeback processing, fraud intake support, and digital account delivery support. Assign work, manage priorities, and ensure coverage for phone overflow and peak volumes. Establish department standards for professionalism, accuracy, documentation, and follow-through. Maintain a high level of ownership and accountability across the team. 2) Member Experience and Escalations Serve as the primary escalation point for complex member issues across servicing and card-related requests. Ensure timely resolution, clear communication, and complete documentation of outcomes. Identify recurring pain points and implement fixes to reduce repeat escalations and improve first-contact resolution. 3) Quality Control, Audits, and Risk Controls Build and manage a quality control program for key workflows (servicing actions, card maintenance, disputes/chargebacks, and digital account delivery support). Ensure audit readiness through maintained logs, evidence standards, exception tracking, and corrective action follow-up. Maintain strong controls for member authentication, approvals, and high-risk servicing activities. Partner with Compliance/IT/Operations to ensure procedures align with internal controls and vendor/network expectations. 4) Disputes/Chargebacks and Fraud Intake Support Oversee dispute/chargeback workflow execution, timeliness, and documentation standards. Ensure appropriate intake, routing, and escalation of fraud-related member contacts and cases (in coordination with Fraud functions). Monitor trends and implement process improvements to reduce losses and member friction. 5) Digital Account Delivery Support Oversee servicing support related to digital account delivery and digital servicing workflows (as defined by the credit union), ensuring accurate execution and member-friendly outcomes. Coordinate with internal partners and vendors to resolve workflow gaps and improve digital servicing reliability. 6) Card Network and Operational Reporting Own monthly, quarterly, and annual reporting deliverables for Visa and any applicable card network requirements. Maintain a reporting calendar, validation steps, back-up coverage, and management review/sign-off. Provide leadership with actionable reporting on trends (service performance, disputes, fraud intake themes, member escalations, operational exceptions). 7) After-Hours Vendor Oversight Own the relationship and performance management of the after-hours servicing vendor. Set expectations, scripts/standards, escalation thresholds, and monitoring routines to protect member experience. Drive vendor improvements and hold the vendor accountable to service and quality commitments. 8) Process Improvement and Documentation Create, maintain, and continuously improve SOPs, job aids, scripts, and escalation playbooks. Identify inefficiencies and implement improvements that reduce rework, errors, and member dissatisfaction. Partner with internal stakeholders to improve end-to-end workflows impacted by CMC Flex , Velera , and the Visa platform. 9) People Leadership and Staffing Lead and develop a team of 4 (initially), including hiring, onboarding, training, and performance management. Conduct regular one-on-ones, coaching, and formal performance reviews. Build training plans and cross-training coverage to eliminate single points of failure. Hire additional staff as needed to launch and stabilize the department. Required Qualifications 3+ years of experience in credit union/banking operations with direct exposure to card services and/or contact center/account servicing. 1+ years of people leadership experience (coaching, performance management, staffing). Demonstrated experience building or improving processes, documentation, and audit readiness. Strong escalation handling skills with consistent documentation and follow-through. Proficiency in operational reporting, tracking, and deadline management. Preferred Qualifications Experience overseeing disputes/chargebacks and card maintenance operations. Familiarity with card processing/vendor environments and service-level management. Experience supporting digital banking or digital account delivery workflows. Experience working in or alongside an after-hours servicing vendor model.

Pay:

$55,000.00 - $65,000.00 per year

Benefits:

Dental insurance Health insurance Vision insurance

Work Location:

In person