Digital Payments Manager (Card Services) en Columbia Credit Union

About The Role  

This position manages the daily card operations at Columbia CU, overseeing debit and credit card servicing and ATM GL reconciliations and cash ordering, to create seamless internal and member-facing experiences. Our Digital Payments Manager drives departmental efficiency, ensures compliance and accuracy, and manages vendor ticketing, including tracking and managing activity, to ensure performance on service level agreements. 

The position is efficient, empathetic, and engaged in resolving problems and managing escalations, ensuring quality interactions. As a curious learner, who collects and assesses feedback, the role makes recommendations for new services/products and overall enhancements, supports testing, and deploys new card products and related services. The Manager leads card-related projects and frequently represents Digital Payments in larger cross-functional efforts.  The role is enthusiastic about their responsibility to mentor, coach and develop employees, upholding the Columbia CU leadership philosophy.

RESPONSIBILITIES 

• Creates a positive and collaborative work environment, trains, and mentors staff, emphasizing professional development and excellence in member service.
• Engages in ad-hoc and standing meetings. Effectively coordinates information, follows-up on support tickets, and connects with vendor representatives to identify operational inefficiencies, assess and mitigate risks, and resolve outstanding items.
• Establishes clear objectives and performance goals for the team, ensuring alignment with department and operational priorities.
• Leads performance and continuous optimization of card servicing operations; audits workflows, drives process improvements, and ensures team accountability for continuous improvement in card operations.
• Maintains, develops, and updates policies, procedures (SOP’s), and disclosures (Exhibits) in Policy Tech, for security and compliance procedures; cooperates with internal and external audits. Ensures Policies and SOP’s are followed and implements appropriate controls.
• Manages card inventory and stock levels; ensures sufficient card inventory to prevent operational delays.
• Manages service disruptions with instant issue cards; collaborates with IT and vendors to ensure timely branch support and resolution.
• Manages to an annual budget, tracking monthly activity for card operations; oversees income, expenses, reconciliations, forecasting, and variance reporting to ensure accuracy and resource alignment.
• Owns and drives the accuracy of card-related and ATM general ledger reconciliation, Visa Quarterly reports, ATM cash orders, and fulfillment.
• Owns operational response to card breaches in partnership with Risk; leads re-issuance efforts and collaborates with internal and vendor fraud analysts, participating in fraud rule enhancement recommendations to improve card performance and/or cardholder experience.
• Provides training and guidance to frontline and key back-office teams. Collects and acts on feedback. Shows awareness of Digital Payments inter-dependency with other departments, explains complex topics and seeks mutually agreed upon communication delivery channels.
• Responsible for all EFT and credit card-related jobs and programs (daily, nightly, monthly); ensures systems are current, stable, and updated. Collaborates with IT and vendors to maintain uptime, resolve issues, and deploy updates.
• Responsible for resolving escalated card-related issues. Leads timely root cause analysis, troubleshooting, and is adept at collecting feedback, assessing options, and focusing on elevated experiences for both internal and membership customers.
• Serves as Subject-Matter-Expert (SME) for all card-related projects and efforts.
• Shares information with team, peers, and VP Digital Experience in a manner that builds rapport, increases knowledge, and clarifies operational objectives.
• Supports and assists VP of Digital Experience on RFPs, implementations, audits, and ensures compliance with contracts and service level agreements.

REQUIREMENTS  

• Bachelor’s degree in finance or business or related field of study, preferred.
• Minimum of three (3) years managing the following:
  • Card Operations/Servicing
  • Debit/Credit Card Portfolios
  • Credit or debit card rewards program management or experience in working with payments or card processing vendor in an operations capacity.
  • OR Minimum five (5) years in a centralized operations environment at a financial institution such as back-end ACH/Wire processing, card servicing, analysis/quality control.

• Minimum three (3) years as a manager or supervisor leading a team of direct reports.
• Card-related or Payments-related certifications are a plus.
• Demonstrated ability to deliver exceptional service experiences through strong collaboration and effective communication skills.
• Demonstrated strong judgement and troubleshooting skills, independent drive, and the ability to optimize work processes to produce results.
• Experience managing complex processes that require high attention to detail.
• Demonstrated ability to adhere to rules and regulations in a highly-regulated industry.
• Demonstrated knowledge of compliance requirements pertaining to credit and debit card processing including Visa and MasterCard network/association rules and Reg E required.

About Columbia Credit Union

Columbia CU is a full-service financial institution with $2.3 billion in assets, over 100k members and we pride ourselves in our commitment to “Making Life Better” in the communities we serve.  Since 1952, our commitment toward “Making Life Better” has earned us accolades and we are honored to be the recipient of several local community recognitions:

• Best of Clark County Award / The Columbian - 2008-2025
• Best in Business Award / Vancouver Business Journal - 2013-2024
• Corporate Philanthropy Award / Portland Business Journal - 2017-2024

Columbia CU Guiding Principles

Vision: The most trusted, respected, and sought-after financial institution, providing innovative solutions and support for our employees, members, and communities we serve.

Mission: Bringing people together to make life better for themselves and their communities. 

Value Proposition: Earning your trust with knowledgeable people and digital options so you can bank “Columbia” how and when you want.

Leadership Philosophy: Leaders at Columbia CU inspire enthusiasm and accountability that drive our mission. Leaders build engagement and communicate honestly and openly. By rallying everyone around our shared vision, Leaders model and expect the best from individuals and teams.

Core Values

People - We have a passion for helping each other and our members.

Community - We have a passion for contributing to the success and growth of the communities we serve.

Financial Wellness - We have a passion for providing the financial education, tools and assistance that create financial wellness and stability for our organization, each other, our members and the communities we serve.

Benefits

• Medical, Dental, Vision for employee - eligible the 1st of the month following hire date
• Accrued PTO, Accrued Extended Sick Time and 11 Paid Bank Holidays
• 401k Match- 100% match up to 6% employee contribution
• A home office option can be considered in Vancouver, Washington or Portland, Oregon after all on-site training have been completed and all work from home requirements are met. Continued on-site training will be required. 
• Tuition Assistance
• And More!

COMPENSATION

• $$90,000 - 105,000/ year
• Back Office Incentive Eligible

Equal Opportunity Employer/AA

Must be 18 or older to apply