Director, Card Operations

Truliant's mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Purpose of the Job

The Director of Card Operations is responsible for leading and managing all aspects of Truliant's credit card and debit card programs and the transaction dispute resolution function for debit card, ACH, and ATM transactions. This role is accountable for ensuring the integrity, efficiency, and compliance of card operations while driving improvements in service delivery, member satisfaction, and risk mitigation.

The Director oversees daily operations, manages key vendor relationships, implements process improvements, and leads a team that delivers accurate, timely, and member-centered support. This leader ensures alignment with relevant regulations, card association rules, organizational goals, and Truliant's commitment to providing exceptional value to its members/owners.

Essential Functions and Responsibilities

• Manages and optimizes end-to-end card and payment operations, including transaction processing, settlement, and reporting.
• Develops and enforces policies, procedures, and performance metrics to drive operational excellence, compliance, and member satisfaction.
• Builds and leads a high-performing team responsible for credit and debit card operations and dispute resolution, including onboarding, training, coaching, and performance development.
• Develops and supports executive reporting capturing key performance indicators (KPIs).
• Oversees the chargeback and dispute resolution process, ensuring compliance with regulatory requirements (e.g., Reg E, Reg Z) and payment network rules.
• Collaborates with internal teams and external partners to identify and implement dispute-handling procedures and workflow improvements.
• Establishes robust monitoring and reporting mechanisms to track dispute trends, root causes, resolution rates, and financial impact.
• Represents the credit union in audits and external card and payment operations reviews.
• Develops and implements fraud prevention strategies and tools to mitigate card payments and electronic transactions risks.
• Partners with Risk and Technology teams to leverage data analytics and machine learning tools for enhanced fraud detection and prevention.
• Maintains a deep understanding of payment network rules (Visa, Mastercard, Amex), NACHA guidelines, and Real-Time Payments (RTP) system requirements.
• Ensures all card operations comply with relevant laws, regulations, standards, and internal policies.
• Identifies and leads initiatives to streamline operations, reduce costs, and enhance member experience across all areas of card and payment services.
• Collaborates with Technology teams to implement system upgrades, automation, and emerging payment solutions.
• Stays current on industry trends, technologies, and regulatory changes to ensure the organization remains competitive and forward-looking.
• Serves as the primary relationship owner for the credit card processor, debit card processor, and card payment network vendors.
• Oversees vendor performance, service delivery, and compliance with service level agreements (SLAs), escalating and resolving issues as needed.
• Leads work efforts for product implementations and system integrations with key vendors to ensure alignment with operational and strategic goals

Other Duties and Responsibilities

• Assists with other tasks and projects as assigned.

Knowledge, Skills, and Abilities

• Must have an advanced understanding of credit union or banking payment and dispute operations.
• Must have strong interpersonal and leadership skills; able to influence, motivate, and build effective cross-functional teams.
• Must have a strategic mindset with the ability to analyze data and trends to drive performance improvements.
• Must have strong verbal and written communication skills, with the ability to effectively communicate change and organizational priorities.
• Must have a high level of organization and attention to detail; managing multiple priorities with minimal supervision.
• Must have a demonstrated ability to navigate and resolve complex operational challenges and regulatory issues.
• Must have proficiency in Microsoft Office applications (Word, Excel, Outlook) and core banking systems.
• Must have high ethical standards, discretion, and a commitment to confidentiality.
• Should possess a strong commitment to providing exceptional service to Truliant's members.

Physical Requirements

• Occasional standing, walking, bending, and stooping required
• Must be able to sit at a desk for moderate periods of time and use a computer
• Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds

Education and Background

• A bachelor's degree in business, finance, or a related field is required; equivalent work experience may be considered.
• A minimum of 7 years of management experience is required.
• Experience managing teams in a centralized operational environment required.
• Prior experience in a credit union or banking environment is required.
• Proven experience in payments policy development, operational oversight, and product management.
• Proven experience managing card payment systems, including, dispute resolution, and card fraud prevention.
• Certification in relevant areas, such as AAP (Accredited ACH Professional), CPCP (Certified Payments and Cards Professional), or similar credentials preferred.
• Experience with payment technologies, including APIs, gateways, and real-time payment platforms preferred.
• Familiarity with international payment processing and cross-border transactions preferred.

If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant!

As a member of the Truliant family, you will enjoy the following full time benefits:

• No-cost employee Medical, dental, vision coverage
• Prescription benefits (including mail order)
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching
• Paid community involvement volunteers hours
• Paid group life Insurance
• Teammate loan discounts
• Tuition reimbursement
• Short and long-term disability
• Health & Wellness program
• Teledoc (physician video conferencing)
• Onsite fitness facilities or health club reimbursement
• Employee Assistance Program (EAP)
• Medical flexible spending account
• Dependent care flexible spending account