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

Blend is a premier AI services provider, committed to co-creating meaningful impact for its clients through the power of data science and technology. They are seeking a Subject Matter Expert (SME) / Project Manager to lead the regulatory and compliance management of a strategic change to a credit card product, ensuring a member-focused and operationally sound implementation.

Responsibilities:

• 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 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)
• 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

Requirements:

• 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
• Solid understanding of member communications best practices
• Solid understanding of 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
• 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