Subject Matter Expert (SME) / Project Manager – Credit Card Terms & Conditions Change

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.

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 changes to Terms & Conditions 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.

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.

Additional information 

This role is not eligible for immigration sponsorship.

The starting pay range for this role is $80/ph - $85/ph. Actual compensation within the range will be dependent on several factors, including but not limited to relevant experience, skills, certifications, training, and location. It is not typical for an individual to be hired at or near the top of the range, and determining factors for compensation are considered for each individual circumstance. BLEND360 also offers a competitive benefits program to meet the health and financial well-being of our team and their families. You can look forward to a range of benefits, including medical, dental, vision, 401K, PTO, commuter benefits, spending accounts, life insurance, disability coverage, and EAPs.   

A diverse workforce is a strong workforce 
To deliver growth at BLEND360 and for our clients, we believe we have a responsibility and a unique opportunity to positively impact the workforce. Diversity has played a critical role in our history, our growth, and continues to have a profound impact on our success.  We are determined to have equality in the workplace, within our team, and as an extension of our clients’ team.  

This is not the work of the moment, and this requires continued learning and purposeful actions.  We are investing resources to understand and improve the sourcing, selection, and retention of the talent we hire, and ultimately the workforce we provide for our clients. We will communicate our journey in the spirit of transparency and shared learning. 

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