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Empower Federal Credit Union · 2 days ago

Vice President Loan & Card Servicing

Syracuse, NY

Full-time

Hybrid

Mid, Senior Level

$146K/yr - $243K/yr

7+ years exp

Empower Federal Credit Union is dedicated to positively impacting members through affordable financial services. The Vice President of Loan & Card Servicing provides strategic and operational leadership for loan servicing and card operations, ensuring regulatory compliance and a member-first approach across various servicing functions.

BankingFinanceFinancial ServicesNon Profit

Growth Opportunities

Responsibilities

Provide vision and leadership for loan servicing and card operations, ensuring alignment with organizational objectives and member experience priorities

Communicate complex strategies and operational priorities through compelling narratives that influence executive decision-making and engage stakeholders across the organization

Act as the primary functional expert on all payment-related services. Possess deep knowledge of the payments industry, including mobile payment systems, Card Networks, Settlement processes, procedures, and Rules

Maintain strict compliance with all Federal Regulations and requirements. Have a solid understanding of card association rules, including MasterCard, VISA, AMEX, and regional PIN networks, and ensure adherence to PCI-DSS standards

Direct the complete lifecycle of debit and credit card operations, including card issuance, activation, transaction processing, and dispute resolution (chargebacks)

Oversee fraud monitoring and prevention strategies for both debit and credit card portfolios. Direct responses to significant fraud events, ensuring high performance, accuracy, and adherence to regulatory requirements

Analyze trends to support the development and implementation of strategic initiatives for a comprehensive payment philosophy. Stay updated on credit union and industry trends in card operations, payments processing, fraud, and regulations

Develop and monitor budgets for Loan Servicing & Card Operations. Measure actual results against budget projections and make appropriate recommendations

Manage vendor relationships with card processors and network providers (e.g., Visa, Mastercard)

Oversee the daily operations of consumer, commercial, and mortgage loan servicing, including payment processing, escrow management, collateral management, and release of liens

Ensure compliance with all federal, state, and local regulations relevant to loan servicing (e.g., RESPA, TILA, Regulation Z)

Manage and optimize servicing platforms and technologies for efficiency and accuracy

Develop and maintain robust policies and procedures for all loan servicing functions

Establish and execute a comprehensive Loan Quality Control program across all lending types (consumer, mortgage, commercial)

Conduct post-closing reviews to verify loan file completeness, adherence to underwriting guidelines, and regulatory accuracy

Report on QC findings and collaborate with lending and compliance teams to implement corrective actions and process improvements

Maintain a high standard of data integrity within the core servicing and lending systems

Recruit, train, mentor, and develop a team that reflects our core values, as well as manage staffing levels and associated expenses

Conduct annual performance reviews and work with assigned team members to establish individual goals. Ensure all groups reporting to this role are adequately staffed, trained, and supervised to meet departmental requirements efficiently

Partner with Operations, Risk, Finance, and Analytics to align servicing and card operations strategies with organizational priorities and member experience goals

Deliver clear, data-driven insights and recommendations to senior leadership on portfolio health, recovery performance, and strategic direction

Advocate for servicing and card operations in cross-functional forums focused on member experience, regulatory strategy, and risk management

Qualification

Loan ServicingCard OperationsRegulatory ComplianceFraud ManagementPayment ExpertiseVendor ManagementFinancial OversightStrategic LeadershipAnalytical SkillsProject ManagementTeam LeadershipCommunication SkillsCollaboration

Required

7 to 10+ years of progressive experience in financial services operations, with a significant portion in a leadership role within a credit union or bank of comparable size

Excellent analytical, organizational, and project management skills

Proven ability to develop and execute long-term strategies that enhance operational efficiency and member experience

Deep knowledge and practical experience in loan servicing (consumer, mortgage, and commercial) and card operations (debit and credit)

Demonstrated expertise in developing and managing a Loan Quality Control program

Solid understanding of the payments industry and card association rules (Visa, Mastercard, etc.)

Strong working knowledge of relevant federal and state regulations, including but not limited to TILA, RESPA, Reg Z, FCRA, PCI-DSS

A bachelor's degree in Finance, Business Administration, or related field

Preferred

Candidates with equivalent formal certifications or professional experience in loan servicing and card operations, financial services, or related fields are also encouraged to apply

Benefits

Medical and Dental Insurance

401K with Employer Match

Holiday Pay

Paid Time Off

Company

Empower Federal Credit Union

Empower Federal Credit Union is a full-service financial institution that provides savings, loan, and transaction services to members in Central New York, and in eight counties in New York State.

Founded in 1939

Syracuse, New York, USA

201-500 employees