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SalaryWho We Are
Cross River is a highly profitable, fast-growing financial technology company powering the future of financial services. Our comprehensive suite of innovative and scalable embedded payments, cards, and lending products deliver financial services for millions of businesses and consumers around the globe. Cross River is backed by leading investors and serves the world's most essential fintech and technology companies. Together with its partners, Cross River is reshaping global finance and financial inclusion.
We are on a mission to build the infrastructure that propels access, inclusion, and the democratization of financial services. While our company has tripled in size over the last three years, our strong sense of purpose led Cross River to be named to American Banker's list of Best Places to Work in Fintech for the last 6 years. The reason for this success is simple – our nimble and collaborative family culture lives in every member of our growing team. Together we are at the forefront of technology and innovation, and we invite passionate, collaborative, and motivated high performers to join our expanding team.
What We're Looking For
The Card Services Compliance Lead is responsible for managing, scheduling, training, and certification of CRB's newly acquired core processing platform. Oversees all card processing functions, monthly vendor meetings and project timelines, RFPs. Develops and implements departmental procedures and modifies as needed. Ensures that card processing activities are conducted in accordance with established card association standards and applicable regulations. In all duties follows CRB policies and procedures, including but not limited, to Anti-Money Laundering, Bank Secrecy Act, US Patriot Act and Reg E and Reg Z.
Responsibilities:
- Assumes responsibility for leadership and management of Card processing team.
- Assists the Head of Business Risk, Business Development creation of plans and goals for the newly Card platform to include US platform certification with the Card schemes.
- Responsible for the development of processes, procedures, and training plans for the Card Services Department.
- Conducts periodic reviews of existing procedures to ensure they are current, compliant, and effective.
- Schedules training on new regulations, service features, processes, procedures or workflows for the department or all employees if required.
- Ensures Card Specialists are thoroughly trained and maintains an up-to-date cross-training matrix to ensure ongoing learning and development.
- Meets established performance goals and ensures that corporate-wide plans and programs are supported.
- Completes reports, records, and other documentation as required by the business, compliance.
- Updates monthly scorecards (KPI, KRIs) for Department activities.
- Provides effective feedback through coaching and timely performance appraisals.
- Communicates CRB business plan and strategies to staff through: quarterly reviews, staff meetings, ongoing tactical & developmental one-on-ones, and weekly coaching sessions.
- Responsible for hiring Card Specialists.
- Responsible for seeking and selecting vendors, conducting RFPs, platform product integration.
- Assumes responsibility for ensuring that professional business relations exist with card schemes, vendors, and trade professionals.
- Represents the Bank in contacts and monthly, quarterly meetings with Visa, MasterCard and BIN management, digital wallets, and other vendor or business professionals associated with card processing, plastic, physical, virtual production.
- Reviews, tracks, and manages card vendor inventory, billing, and expenses. This includes card production and inventory expense, card fraud and card processing expenses.
- Processes TM alerts and works directly with our Transaction Monitoring team to review and revise rules that mitigate fraud losses or escalating risk exposure by specific merchant, merchant category code, state, or country.
- Receives and reviews communications from vendors and research vendor enhancements to ensure best practices are in place.
- Assumes responsibility for the effective and efficient completion of debit, credit, and ATM card processing functions.
- Coordinates daily schedules and department functions and ensures adequate personnel coverage.
- Along with the Card Specialists, acts as agent in providing service over the phone following our caller verification and call-back procedures.
- Leads or monitors all card processing projects, conversions, portfolio revisions or software upgrades.
- Ensures that card processing functions are completed in accordance with established policies, procedures, regulatory and compliance requirements.
- Ensures that all department files, standard FAQ's and email reply templates are current and accurate.
- Research card problems related to customer accounts and handles inquiries, billing errors, changes in limits, additions to or deletions of authorized card users, processes appropriate written notices to confirm changes and authorizations.
- Updates Customer account files, processes file maintenance requests, such as name/address/phone/email changes, restricts usage, replacement cards following Red Flag requirements, travel notes and card account closures.
- Ensures requests in Operations Mailbox are answered promptly and within established departmental SLAs.
- Reviews, monitors, and saves daily and monthly reports for card maintenance and transaction activity, including but not limited to: Adjustments, New Cards Issued, Expired Cards, Reissued cards (Expired, L/S), Exceptions.
- Performs regular database maintenance and purges all inactive accounts/files according to Bank retention policy.
- Assists the FP & A for balancing the card programs and rewards in identifying and researching all outstanding issues.
- Performs and assists with complex or sensitive card processing functions, online access, digital wallet issues.
- Understands STIP (Stand-in Processing) protocols and GCAS (VISA Global Customer Assistance Services) or equivalent for Emergency Card Replacement.
- Responsible for support of Visa/MasterCard Consumer, Business, Debit Card, ATM Card, and Instant Issue programs.
- Reviews daily reports that include negative accounts with review debit activity, review of transactions for chargeback rights, closed accounts, charged-off accounts and reports for New cards and Limits review.
- Instant Issue resource for branch problems. Manages Card Inventory, Supply Ordering, Monitoring and Balancing End of Month.
- Processes returned ATM deposited items, ATM disputes, adjustments, and requests from FI's and notices to cardholders if required.
- Manages credit card related responsibilities and processes.
- Ensures compliance for branch Visa, Mastercard, Cash Advance terminals yearly through PCI Vendor. Acts as contact for equipment issues, upgrades, and supplies.
- Maintains branch ID and equipment identification.
- Reviews Credit Balance Report monthly and take action to transfer/refund the balance.
- Can troubleshoot system problems and escalate issues when discovered.
- Responsible for support of the VISA, Mastercard Consumer & Business Debit Card and Prepaid Card.
- Processes lender approved new credit card account(s) and complete authorized credit limit adjustments.
- Processes Balance Transfers and Product Transfers when cardholders open new credit card including monitoring the previous account for activity, transferring the balance to the new account, and closing the previous account.
- Monitors daily and monthly reports from networks such as, VOL, Mastercard Connect, action taken, requests outstanding and follow-up required.
- Processes ACH payment requests, one-time and recurring, and reviews daily ACH payment report looking for out of norm patterns.
- Research cardholder inquiries regarding card and account statements, disputes, interest, rewards, and monetary adjustments and accurately performs transaction maintenance that may include interest or late fee refunds or reward adjustments.
- Refers cardholder to Call Center for credit card dispute. Reviews reports to review progress of outstanding chargebacks or adjustments ensuring they are within required timeframes.
- Accurately processes claims.
- Responsible for administering the anti-fraud program for our plastic, Virtual card programs.
- Monitors Fraud Trends (including merchants, transaction types, locations, etc.) and the ability to communicate these trends to members and staff. Aware of ATM Skimming patterns and takes action to mitigate losses.
- Reviews fraud reports, monitors daily fraud tools and processes all CAMS alerts following procedures, compiles tracking tools for department use and database for member mail merge notifications and email notices when fraud occurs. Reviews Visa GCAR Issuer Recovery reports on Compromised Cards.
- Manages users as Administrator for these systems: Client Central, Visa Online Access, Mastercard Connect, etc.
- Process all (Fraud & Non-Fraud) disputes and chargebacks for Visa Consumer, Business, Debit Card, Prepaid programs, and ATM Card program cards.
- Answers cardholder questions regarding chargebacks and disputes that may lead to difficult and direct conversations. Ensures cardholder information and documentation is received and filed.
- Follows the debit chargeback process, necessary documentation, and time frames for completion.
- Processes dispute forms in eDocs and requests provisional credit to cardholders.
- Review and process daily reports for disputes, credit adjustments and discrepancies in chargeback adjustments. Tracks provisional credits and charge back completions.
- Processes cardholder complaints against a merchant to VISA, Mastercard if the merchant is not compliant with VISA rules & regulations for debit and Prepaid.
Performance Measurements:
- Department functions are effectively and efficiently completed in accordance with established CRB policies, procedures, standards, and related program and legal requirements.
- Ensures productivity, quality, and processing deadlines are met.
- Department procedures are regularly reviewed and modified as needed.
- Department personnel are well trained, effective, and efficiently utilized.
- Effective working relations and coordination exist with related departments and CRB personnel. Support is provided as required.
Qualifications:
- Bachelors Degree, Business or related field or equivalent education and experience
- 3-5 years of experience in card processing, platform implementation, certification, compliance.
- Operational understanding of all Department functions. Knowledge of credit and debit, Prepaid, card processing including Visa, Mastercard rules, rewards, fraud, chargebacks, disclosures, regulations, statements, compliance, digital wallet, BIN, Billing, and portfolio management. Knowledge of European card platforms and US certification of platform. Knowledgeable of all fraud monitoring tools including: FICO Alerts, Interactive Text Alerts, Tokenization Notification for digital wallets, debit activity requirements and CRB core processing functionality and card processing functions. Knowledge of I2c, Galileo, FIS, Fiserv platforms, Alloy, LexisNexis, Clear reports.
- Strong interpersonal, leadership, and supervisory skills. Well organized. Able to communicate complex information concisely. Strong problem-solving skills. Able to coordinate well with other departments and personnel. Ability to teach, train and coach others. Ability to work well under strict timeline. Excellent presentation and communications skills. Self-directed and able to work with minimal supervision. Strong organizational abilities. Ability to operate related computer applications and other business equipment. Able to navigate multiple systems and use all related software applications. Ability to prepare and analyze reports using CRB applications.
#LI-JG1 #LI-Hybrid
Salary Range: $150,000.00 - $200,000.00
Cross River is an Equal Opportunity Employer. Cross River does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
By submitting your application, you give Cross River permission to email, call, or text you using the contact details provided. We will only contact you with job related information.
