Member Access Processing

• Drive and achieve specific sales goals and market share growth of the Company’s products and services • Maintain an analytical mindset focused on sales cycles to influence and achieve customer needs • Cultivating business renewals and new business through building long-term relationships with clients • Managing a current base of customers for additional sales and prospecting new customers

• Lead and manage full project lifecycles for both client-facing and internal initiatives • Oversee client onboarding and ongoing projects, ensuring successful, timely delivery • Act as the primary point of contact from post-sale through project completion, maintaining strong client relationships • Define project scope, goals, deliverables, and success metrics with stakeholders • Create and manage detailed project plans, timelines, task assignments, and resource needs • Monitor project milestones, identify at-risk deliverables, and implement corrective actions as needed • Provide regular updates through status reports, dashboards, and post-project reviews • Support continuous improvement of project processes, tools, and templates; share best practices

• Directly lead and develop a high‑performing team of subject matter experts responsible for supporting Debit, Credit, ATM, POS processing services, and new customer onboarding. • Serve as a trusted subject matter expert and advisor to clients, consulting on project feasibility, technical requirements, and processing best practices. • Participate in senior‑level client relationships, acting as an escalation point and driving issues through resolution while maintaining strong client confidence. • Execute against established ePMO processes, project plans, and department models to support the successful delivery of complex solutions for new and existing clients. • Ensure client card processor configurations are accurate, current, and aligned with industry and organizational best practices. • Cultivate and sustain strong, collaborative working relationships with internal teams, clients, vendors, host processors, and key partners.

• Serve as the primary point of contact for assigned clients by answering questions, troubleshooting issues, and guiding clients on back-office operational processes. • Coordinate with Visa DPS support to open, track, and drive resolution of platform and application issues; translate technical updates into client-ready communications. • Maintain working knowledge of each client’s Visa DPS configuration and processing workflows to support accurate research, troubleshooting, and change requests. • Manage resolution of Zendesk tickets with complete documentation, appropriate categorization, and regular status updates, meeting or exceeding SLA requirements. • Partner with internal teams to coordinate client requests, clarify requirements, and ensure timely, accurate delivery of services and follow-up actions. • Document processes and maintain client support resources (procedures, templates, and knowledge articles) to improve consistency, quality, and onboarding readiness. • Coordinate client meetings and communications (including weekly updates as applicable); provide clear summaries, decisions, and next steps to internal and external stakeholders. • Support card program operations (debit/credit) by coordinating with vendors and internal partners on servicing needs, operational questions, and deliverables. • Prepare and distribute client and internal reporting as needed; identify trends, recurring issues, and risk areas, and recommend improvements. • Manage reorder requests for card plastics, inserts, and activation labels, ensuring accuracy, approvals, and timely submission to the appropriate vendors. • Support new client onboarding by coordinating proof approvals, facilitating training, confirming readiness milestones, and ensuring a smooth transition into steady-state support. • Maintain positive vendor relationships and serve as a User Administrator for vendor web portals, including access provisioning and periodic access reviews as assigned. • Assess issues of impact and urgency; follow escalation procedures for high-severity issues; and keep clients and internal stakeholders informed through resolution. • Own assigned tasks and projects end-to-end by tracking actions, managing dependencies, and delivering on time with a high level of accuracy and attention to detail. • Lead or support client calls and training sessions on operational and technical topics; capture questions, decisions, and follow-ups, and update supporting materials as needed. • Participate in team meetings, cross-training, and improvement initiatives; share knowledge and provide coverage to maintain service continuity.

• Maintain expert-level knowledge of MAP’s product suite • Conduct documentation research across Visa, Visa DPS, and MAP systems as needed • Deliver training to established clients on core processing topics • Conduct new client onboarding sessions and facilitate MAP employee new-hire onboarding • Develop and update training programs, curricula, tutorials, job aids, and Membership.io hub content

• Provide strategic leadership and operational management of Full-Service credit card programs for credit union partners. • Serve as a key liaison between Sales, Product, Operations, and Client Services. • Lead complex, customized credit card program implementations from pre-sale through post-launch transition. • Develop and execute comprehensive project plans, ensuring on-time, high-quality delivery. • Manage end-to-end product setup, documentation, testing, certification, and user training. • Ensure adherence to PCI DSS, NACHA, Visa/Mastercard rules, AML/KYC, BSA, and related regulatory standards. • Lead and mentor implementation and program delivery teams, establishing clear expectations, accountability, and a culture of operational excellence.