Michigan First

  • Card Services Manager

    Location : Location US-MI-Lathrup Village
    Job ID
    Technology Solutions
  • Responsibilities

    We are currently seeking an ATM and Card Operations Manager to join us. The person in this position will report to the Chief Information Officer.


    Job Summary:

    • The ATM and Card Operations Manager is responsible for administering and managing the ATM and Debit Card systems, networks and team.  The ATM and Card Operations Manager will provide oversight regarding the handling and managing of the ATM’s and electronic fund transfer to the highest quality standards and advising senior management on network related matters.
    • Responsibilities include: ensuring the service level standards are met resulting in an exceptional member experience; managing a team of network technicians; interacting with internal teams and drafting development plans for product enhancements and network mandates as necessary; acting as a liaison between the business and the credit union’s members; providing guidance and training on network operating regulations to internal and external customers; attending various network meetings; reviewing, evaluating and communicating network compliance release impacts described in technical letters, operational and update bulletins and other network communications; working with the business line to identify business impacts for network mandates; and negotiating contracts with card networks, as needed.


    Key Job Responsibilities:

    • Assists staff as needed to perform all duties related to ATM and Debit Card activities to ensure efficient service to members and team members at all levels.
    • Demonstrates continues Improvement: Service Quality, Monitoring, Process efficiencies.
    • Manages multiple complex vendor relationships, product enhancements and new product releases, ensuring products and services are functioning with maximum efficiency.
    • Ensure compliance with all regulatory compliance requirements.
    • Financial/Budget management
    • Ensures reconciliation of general ledgers from branch personnel, foreign networks, and ATM/Card team members for the ATM/Debit program are completed in a timely manner.
    • Ensures that credit union procedures and job tools related to ATM/Debit services are updated regularly and made available as a resource and reference for team members.
    • Keeping abreast of industries technological solutions, strategically positioning Michigan First to take advantage.
    • Ensures the Code of Conduct, Core Values, ISMS and other aspects of the culture are upheld and encouraged by all team members within the team. Be an advocate of the Michigan First culture, supporting diversity, philosophy and other Credit Union initiatives. Fosters a positive image of Michigan First via professional representation in all contacts and complies with all of Michigan First’s mission and vision goals. Reflects each of the Credit Union’s “Isms” in daily job performance.
    • Directly supervises team members in the ATM/Card Services team.  Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities may include interviewing and making hiring recommendations; training team members; planning, assigning and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.
    • Becomes/is an advocate of The Michigan First Way, supporting all facets of it, including complete fulfillment of Our Promise, 5 STARS Service, SOLVE IT and our ISMs.  Fosters a positive demeanor and image through professional representation in all contacts with both, team members and members.  Consistently reflects and displays each of our “ISMs” in daily job performance, as well as in all business interactions while executing on our goals and initiatives.
    • Learns and utilizes EMEC (Every Member’s Experience Counts) in day-to-day responsibilities when communicating with members only.



    • Bachelor’s degree in finance, business, computer science or management information systems.  Specific Leadership, Management or Project Management certifications are a plus.
    • 5 years of leadership experience leading technical teams ensuring that the ATM/Card Services of the Credit Union performs according to member and market demands for service and security.
    • 3 years of significant project management experience, including infrastructure consolidations and major product and release upgrades.
    • 5 years’ experience managing external service providers and contract resources.
    • Must have experience managing a vendor network.
    • Knowledge of ATM and Debit Card regulations and Best Practices.
    • To perform this job successfully, an individual must 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.
    • A proven track record of achieving extraordinary results in challenging environments.
    • Experience with managing service levels to achieve extraordinary performance.
    • A respected reputation for partnership and collaboration with Technology service partners and the internal lines of business.
    • Absolute commitment to ensuring the team meets all audit and regulatory internal controls requirements.
    • Demonstrated competence in leading managers and teams and building teamwork to achieve exceptional results.
    • Financial Institution experience is preferred
    • Fully knowledgeable in credit union terminology and acronyms commonly utilized in the day to day communication of staff, policymakers and others involved in the credit union system.

    Core Competencies:

    • Challenges the status quo and champions new initiatives; acts as a catalyst of change and stimulates others to change; paves the way for needed changes and improvements; manages implementation effectively; demonstrates the emotional strength to manage the anxiety of change; learns from mistakes and successes; uses the inputs and ideas of others as stimuli for change.  Focuses on the “possibilities" rather than the "obstacles" to success.
    • Seeks advice from anyone in the company; openly operates across lines of business to accomplish organization objectives, especially going to any level that is appropriate to solve or address issues; is cross-functional, and values team success greater than individual success.  Creates an open atmosphere; is non-controlling, trustworthy, empathetic;, and encourages, supports and accepts the boundary less behavior of their staff; assumes that others are well-intentioned; views the company as an entire team rather than as individual lines of business and cares more about the organization’s success than individual success.
    • Believes in the power and synergistic value of teams; equates personal success with team success; focuses on team accomplishment and recognition rather than personal recognition.  Remains optimistic and enthusiastic toward work and others, despite obstacles and setbacks.
    • Is committed to total client satisfaction; thinks things through from the client’s perspective; regularly seeks client feedback and adjusts actions to provide continuous improvement and value to the client; is immediately responsive to client concerns; is a trusted advisor to clients and earns client loyalty by providing products/services to meet the client’s needs
    • Believes in doing things right the first time; has strong commitment to completeness and accuracy of work; has high work standards and holds self-accountable for meeting the performance expectations of customers and clients, and performing at the highest level; is committed to continuous performance improvement


    Knowledge, Skills & Abilities:

    • Ability to read, analyze, and interpret common scientific and technical journals, financial reports and information, and appropriate legal documents.
    • Ability to respond to common inquiries or complaints from management or members, regulatory agencies, or members of the business community.
    • Ability to write reports, speeches or articles for publication that conform to prescribed style and format.
    • Ability to effectively present information to top management, public groups, and/or boards of directors.
    • Ability to read and interpret documents produced by the computer system, operating and maintenance instructions, and procedure manuals.
    • Ability to write policy statements, procedural and operating manuals, and speak effectively before groups of team leaders or team members of the credit union.
    • Knowledge of all credit union departmental procedures and ability to adjust computer parameters to conform to policy changes.
    • Ability and willingness to work alone, and irregular hours and days in support of a 24/7 member service offering and mindset.
    • Ability to operate a personal computer, including a full working knowledge and ability to utilize the following software programs:
    • Word Processing (i.e. Microsoft Word, WordPerfect)
    • Spreadsheet (i.e. Excel, Lotus, Quattro Pro)
    • Financial management software, as might be applicable from time to time to the service delivery function of the credit union.


    Who We Are

    Michigan First Credit Union was founded more than 90 years ago by educators and now delivers world-class service to more than 140,000+ members at our branches throughout Michigan, and we’re growing! We offer financial solutions for every life stage and seek to positively transform our members’ lives through personalized service that meets their unique needs.


    Simply put, Michigan First Credit Union’s sole mission is to provide the highest quality member experience. Working here, you’ll get to participate in a strong culture centered around service, professionalism, and growth. The perks are pretty cool, too – we’re consistently named as a 101 Best & Brightest Place to Work (nationally!) as well as several other local workplace awards, mainly because of our competitive pay, excellent benefits package, and supportive policies.


    Michigan First highlights:

    • 400+ team members
    • 26 branches by 2019 spanning the Lansing area, Grand Rapids and Metro Detroit.
    • Industry leader in community support and charitable giving through the Michigan First Foundation
    • Member Services Call Center operates 24/7/365
    • Current assets of more than $920 million



    Michigan First Credit Union has been the proud recipient of:

    • 2018 Detroit Free Press Top Workplaces
    • 2018 Best & Brightest in Metro Detroit
    • 2018 Best & Brightest in West Michigan
    • 2018 Best & Brightest in the Nation
    • 2018 Crain’s Coolest Places to Work in Michigan #10 spot out of 100
    • 2018 Channel 4 - Vote for the Best - 1st Place
    • 2018 Michigan Veterans Affairs Agency - Certified Veteran Friendly Employer - Bronze Level 


    Perks of joining our award-winning team include:

    • Competitive pay
    • A low-cost medical, dental, and vision benefit options. Employer-paid life and disability insurance
    • 401(k) - 100% match up to 5% deferral
    • Tuition reimbursement for both Undergraduate and Master’s programs
    • Access to a complimentary concierge service that assists with nearly any item on your to-do list
    • Free, state-of-the-art fitness center at our Evergreen headquarters with exercise equipment, showers and locker rooms
    • Wellness initiatives and events throughout the year to help employees stay healthy
    • Loan discounts for certain secured and unsecured loans and mortgages
    • Opportunities for increases, incentives and profit-sharing, based on performance 




    Michigan First Credit Union is an Equal Opportunity Employer.


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