Vice President Loan & Card Servicing

Role:

The Vice President of Loan & Card Servicing reports directly to the Chief Lending Officer and provides strategic and operational leadership for all loan servicing and card operations functions. This role ensures regulatory compliance, operational excellence, and a member‑first approach across consumer, mortgage, and commercial servicing, as well as debit and credit card programs.

Our headquarters are based in Syracuse, NY. We work in a Hybrid Model requiring a minimum of 5 days in office per month.

• Strategic Direction:
  Provide vision and leadership for loan servicing and card operations, ensuring alignment with organizational objectives and member experience priorities. Drive innovation to position the credit union as a leader in loan servicing and card operations.
• Strategic Storytelling:
  Communicate complex strategies and operational priorities through compelling narratives that influence executive decision‑making and engage stakeholders across the organization.
• Payment Expertise:
  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.
• Compliance & Regulations:
  Maintain strict compliance with all Federal Regulations and requirements. Have a solid understanding of card association rules, including Master Card, VISA, AMEX, and regional PIN networks, and ensure adherence to PCI‑DSS standards.
• Card Operations Lifecycle:
  Direct the complete lifecycle of debit and credit card operations, including card issuance, activation, transaction processing, and dispute resolution (chargebacks).
• Fraud Management:
  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.
• Strategic Initiatives:
  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.
• Financial Oversight:
  Develop and monitor budgets for Loan Servicing & Card Operations. Measure actual results against budget projections and make appropriate recommendations.
• Vendor Management:
  Manage vendor relationships with card processors and network providers (e.g., Visa, Mastercard).

• Daily Operations:
  Oversee the daily operations of consumer, commercial, and mortgage loan servicing, including payment processing, escrow management, collateral management, and release of liens.
• Regulatory Compliance:
  Ensure compliance with all federal, state, and local regulations relevant to loan servicing (e.g., RESPA, TILA, Regulation Z).
• Process Optimization:
  Manage and optimize servicing platforms and technologies for efficiency and accuracy.
• Policy & Procedures:
  Develop and maintain robust policies and procedures for all loan servicing functions.

• Program Management:
  Establish and execute a comprehensive Loan Quality Control program across all lending types (consumer, mortgage, commercial).
• Review & Reporting:
  Conduct post‑closing reviews to verify loan file completeness, adherence to underwriting guidelines, and regulatory accuracy.
• Corrective Action:
  Report on QC findings and collaborate with lending and compliance teams to implement corrective actions and process improvements.
• Data Integrity:
  Maintain a high standard of data integrity within the core servicing and lending systems.

• Talent Management:
  Recruit, train, mentor, and develop a team that reflects our core values, as well as manage staffing levels and associated expenses. Ensure you are continuing to develop and engage a high‑performing team of Managers and team members.
• Supervision:
  Conduct annual performance reviews and work with assigned team members to establish individual…