We are seeking a seasoned Subject Matter Expert and Project Manager to lead the end-to-end transition of our credit card portfolio from fixed to variable rates. This critical contract role oversees the entire regulatory and operational lifecycle, from compliance validation and system readiness to member communication strategy. The ideal candidate will serve as a central driver, ensuring full regulatory adherence while proactively managing member impact to minimize attrition and ensure a seamless experience.
location: Telecommute
job type: Contract
salary: $60 - 75 per hour
work hours: 8am to 5pm
education: Bachelors
responsibilities:
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.
- 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.
- 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.
- 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
- 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.
- Lead or support fairness and customer impact assessments, identifying 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).
- 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.
qualifications:
Required Experience & Qualifications
- 7-10+ years of experience in financial services, with deep exposure to credit card products.
- Demonstrated expertise in regulatory and compliance requirements related to credit card pricing, disclosures, and change-in-terms processes.
- Proven experience leading or advising on Terms & Conditions changes or major card product modifications.
- Strong project management experience, coordinating complex, cross-functional initiatives.
- Solid understanding of:
- Card operations and servicing
- Member communications best practices
- System and operational dependencies for card products
- Exceptional communication and stakeholder management skills, with the ability to balance regulatory rigor and member-centric outcomes.
- Ability to anticipate member reactions and proactively design strategies to reduce dissatisfaction and attrition.
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Preferred Qualifications
- Direct experience working within a Credit Union environment.
- Familiarity with major card processors, core banking platforms, and digital banking systems.
- Experience supporting fair lending, conduct risk, or customer fairness assessments.
- Formal project management certification (e.g., PMP, CAPM) is a strong asset.
- Experience partnering closely with Legal, Compliance, and Risk functions on consumer product changes.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
