Powering the next generation of global finance
About Us
Founded in 2018, Bakkt, Inc. is a regulated financial technology company building infrastructure for the future of finance. Bakkt's platform serves financial institutions, fintechs, and consumer finance products — providing the compliance, security, and scale required to deliver trusted financial services at a global level. Through its core business pillars, Bakkt powers institutional-grade trading capabilities, AI-enabled programmable finance, and cross-border payment infrastructure.
Job Summary
We are seeking an experienced Credit Card Operations & Settlement Manager (Back-office) to lead operational excellence, settlement, audit oversight, and strategic vendor management for our U.S. de novo credit card program. This role is critical for ensuring regulatory compliance, maintaining high operational efficiency, ensuring strict Sponsor bank program compliance, and managing critical third-party relationships, including core card processor, card fulfillment vendors, and outsourced support.
Reporting Structure
Own and drive operational excellence, settlement, and strategic vendor management with key vendors including sponsor banks, processors, and customer support, focusing on core back-office functions like payments processing, dispute resolution, network settlement, and card fulfillment, while defining and tracking key performance indicators and ensuring strict program compliance.
Key Responsibilities & Essential Functions
Settlement:
Own the daily function of settlement in partnership with Treasury teams to ensure adherence to settlement timing, proper flow of funds movement, and final reconciliation
Ensure settlement is performed daily in a timely fashion before network cutoff
Operational Workflow & Compliance:
Own the administration of internal and external audits for the credit card program, ensuring timely reporting and preparation of exam responses
Design, implement, and maintain the end-to-end Dispute & Chargeback workflow, ensuring strict compliance with Regulation Z.
Act as the final escalation point for complex, high-risk customer issues that cannot be resolved by the front line.
Own the timely completion and submission of all Quarterly Network reporting.
Payment Processing & Regulatory Compliance (Reg Z)
Network Resolution: Conduct deep-dive research to resolve complex ACH Network issues, ensuring seamless fund movement and system integrity.
Regulatory Reporting: Guarantee the accuracy and timely delivery of billing statements and mandatory disclosures to maintain strict compliance with federal lending laws.
Dispute Management & Complex Research
Incentive & Fee Auditing: Research and rectify rewards posting errors and complex interest/fee disputes (including trailing interest) while ensuring all communications adhere to UDAAP and Reg Z standards.
Technical Troubleshooting: Analyze complex account anomalies, such as authorization declines and duplicate transaction postings, ensuring final resolutions comply with Regulation Z.
Account Lifecycle & Portfolio Maintenance
Risk & Maintenance: Execute account-level maintenance and process risk-based closures to protect the portfolio’s health and security.
Legal Processing including MLA & SCRA Administration: Manage SCRA requests by adjusting interest rates to 6% and monitoring accounts for continued compliance; process subpoenas and legal documents, including account freezes and statement production.
Quality Assurance & Systems Testing
UAT & Production Readiness: Lead rigorous End-to-End (E2E) and User Acceptance Testing (UAT) for production changes, providing formal sign-off for new features and system updates.
Pricing Integrity: Execute and document "First Occurrence" testing for index pricing changes on the front book and manage APR updates for the back book while maintaining comprehensive, auditable change logs.
Vendor & Partner Management:
Vendor Relations: Oversee the relationship with plastics vendors, including inventory monitoring, issuance report auditing, and the "Pull & Destroy" process for compromised or expired cards.
Digital Wallet Operations: Manage the digital card lifecycle, resolving complex tokenization errors and provisioning issues.
Define and oversee the strategy for outsourced back-office support for functions like fraud and disputes & customer service.
Ensure all BPO partners adhere to strict US credit card and banking regulatory requirements.
Define the key performance indicators (KPIs) for the operations department, including Turnaround Time and error rates, and drive continuous improvement.
Team Support:
Provide additional duties not explicitly referenced as required by the Head of Credit Card
Qualifications
5+ years of proven experience in credit card back-office operations, including a deep understanding of credit card settlement, Dispute and Chargeback processes, and all applicable credit card regulations. Knowledge of stablecoin money movement is a plus.
Demonstrated success in managing critical third-party vendors (Processors, Sponsor Banks, BPOs, card fulfillment partners) and ensuring their strict program compliance.
Strong analytical skills for defining and monitoring operational KPIs (Turnaround time, error rates).
Proven track record of managing successful internal and external audits, with a keen ability to resolve MRA’s in a timely manner
Excellent problem-solving and communication skills for handling complex escalations and leading partner relationships.
Ability to work across multiple departments including Compliance, Legal, Marketing, Treasury, Analytics, etc. in a fast paced highly matrixed organization Bakkt is devoted to having diversity in its workforce and is proud to be an equal opportunity employer. Bakkt does not make any employment decisions based on race, color, religion, sex, national origin, veteran status, disability, age, sexual orientation, gender identity or any other characteristic protected by law. Must successfully pass a post-offer background check and drug screen.
California Candidate Privacy Notice Before submitting your application, please review Bakkt's California Candidate Privacy Notice and Notice at Collection, which explains how Bakkt collects, uses, retains, and discloses applicant and candidate personal information during the recruiting process. The notice is available here: https://bakkt.com/candidate-privacy/
Founded in 2018, Bakkt is a regulated financial technology company building infrastructure for the future of global finance. The company's platform serves financial institutions, fintechs, and consumer finance products, providing the compliance, security, and scale required to deliver trusted financial services at a global level. Bakkt powers three core business pillars: institutional-grade trading capabilities, AI-enabled programmable finance, and cross-border payment infrastructure. The company is actively expanding its offerings, including operating a U.S. de novo credit card program that enables customers to access regulated financial services.
