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Client Relations Representative

TCM Bank, N.A.

 

TCM Bank, N.A., a subsidiary of ICBA Bancard, serves as a trusted advisor to community banks, helping them build and strengthen customer relationships with fully branded consumer and business credit card programs. TCM’s services include credit card program consulting, portfolio acquisition, product development and agent bank sponsorship choices. 

Like our parent organization, ICBA Bancard, TCM Bank is committed to Main Street America. We base our operations in the U.S., including our Customer Contact Center. We believe the cardholders we serve are first and foremost our agent banks’ customers. Our priority is making sure our customers receive the same personal attention they get when they walk into a community bank branch. 

In addition, a portion of our profits go back into programs that benefit our community banks. This is what sets TCM Bank apart from the other agent programs in the marketplace.

Client Relations Representative

SUMMARY:

This position is responsible for client support including fulfilling requests for information on card payment industry matters as well as problem resolution.  Incumbent will work with client banks, internal staff and various business partners to bring resolution to bank issues; support portfolio growth; and sell payment products and services. This position requires an individual who enjoys promoting products and services, ensuring client satisfaction, and looking for ways to encourage growth and engagement among Bancard’s credit, debit and merchant clients.

GENERAL DUTIES & RESPONSIBILITIES:

Handle incoming communications (calls/e-mails) from client banks and business partners using appropriate resources to respond in a timely manner
Initiate proactive calls and emails to support and promote portfolio growth
Proficient in online analysis tool to support clients and conduct portfolio consultations
Produce a monthly business development report for senior management
Support Business Development officers
Host webinars for product sales and client training
Program implementation support (liaison with vendors and client banks)
Record, distribute and track leads for products and services
Proactively follow up with clients regarding marketing opportunities
Monitor survey results for partner companies and communicate with clients for further feedback
Serve as back-up to the Director of Business Development for webinar hosting
Other duties as assigned

EDUCATIONAL REQUIREMENTS:

Bachelor’s degree and 1+ years of related experience in a customer service capacity, preferably within the payments or financial services industry.

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

Knowledge of Microsoft Office suite; database knowledge is a plus
Strong, proactive work ethic
Willingness to make decisions and exhibit sound and accurate judgment
Excellent written and verbal communication skills
Ability to manage difficult or emotional client situations
Ability to work within a team and individually
Ability to manage multiple databases
Actively seek resources and opportunities to support personal growth and development that augment payments industry knowledge
Ability to travel when and if required

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