Our client, a Credit Union is seeking an experienced Subject Matter Expert (SME) / Project Manager to lead the end-to-end regulatory, compliance, operational, and member-impact management of a strategic change to its credit card product, transitioning from a fixed-rate to a variable-rate offering.
Reporting to the Program Sponsor or Program Manager, you will serve as the central driver and trusted advisor for ensuring the change is executed in a compliant, member-focused, and operationally sound manner.
The primary objective is to successfully implement the Terms & Conditions change while minimizing member opt-outs, dissatisfaction, and attrition, and ensuring full regulatory adherence and fairness.
This role requires deep expertise across banking regulations, card product governance, member communications, operational readiness, customer service preparedness, system enablement, and acceptance/rejection tracking.
Key Responsibilities
Regulatory & Compliance Leadership
- Serve as the primary SME for all regulatory and compliance requirements related to changes in credit card pricing and Terms & Conditions.
- Interpret and apply applicable federal, state/provincial, and card network regulations (e.g., change-in-terms notice requirements, timing, disclosure content, fairness considerations).
- Partner with Legal and Compliance teams to:
- Define required notice periods and delivery methods
- Validate disclosure language and member communications
- Ensure regulatory documentation, approvals, and audit readiness
- Identify regulatory risks and proactively recommend mitigation strategies.
End-to-End Project Management
- Own the end-to-end project plan for the Terms & Conditions change, including milestones, dependencies, risks, and decision points.
- Provide direct support to the Program Manager or executive sponsor to ensure timelines, approvals, and deliverables are met.
- Coordinate across internal workstreams, including:
- Card Services
- Compliance & Legal
- Operations
- IT / Core & Card Systems
- Digital Banking
- Marketing & Communications
- Contact Center / Member Services
- Track progress, manage action items, escalate risks, and resolve issues to maintain momentum.
Member Communications & Change Strategy
- Define best-practice member communication strategies to clearly explain the change, minimize confusion, and reduce opt-outs.
- Guide the development and sequencing of:
- Regulatory notices
- FAQs and talking points
- Digital and mailed communications
- Contact center scripts
- Ensure communications are clear, transparent, empathetic, and consistent, aligned with regulatory requirements and member-first principles.
- Advise on timing, cadence, and messaging strategies proven to reduce member attrition during product changes.
Operational & System Readiness
- Assess and validate readiness across operational and technology teams, including:
- Card management systems
- Core banking platforms
- Statement generation
- Digital banking displays
- Rate calculation and repricing logic
- Ensure downstream impacts are identified, tested, and documented prior to implementation.
- Partner with IT and Operations to confirm:
- System configurations support variable-rate logic
- Effective dates and rate changes are accurately applied
- Member-facing systems reflect the updated terms correctly
Customer Service Preparedness
- Ensure Contact Center and Member Services teams are fully prepared to support members through the change.
- Review and validate training materials, scripts, escalation paths, and knowledge base content.
- Anticipate member concerns and objections, and ensure frontline staff are equipped to respond consistently and confidently.
Risk, Fairness & Member Impact Assessment
- Lead or support fairness and customer-impact assessments, identifying the segments most affected by the change.
- Evaluate reputational, conduct, and member-experience risks.
- Recommend mitigation strategies (e.g., targeted outreach, phased approaches, exceptions, or retention offers where appropriate).
Member Acceptance / Rejection Tracking
- Define and oversee processes for:
- Tracking member opt-outs or rejections
- Capturing reasons for rejection
- Monitoring member behavior and attrition trends
- Partner with Analytics and Business teams to assess outcomes and recommend post-implementation adjustments if needed.