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Operations Support Specialist

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. 

Operations Support Specialist

SUMMARY:

Provide support to cardholders and Agent banks via phone, email and mail. Resolves simple to complex cardholder issues. Handles operational tasks, conversion support, development testing, and agent bank onboarding.

 

GENERAL DUTIES & RESPONSIBILITIES:

Maintains comprehensive knowledge of TCM products, platforms and services.
Provides cardholder and Agent bank support via phone, email and mail.
Troubleshoots cardholder problems, identifies root cause and leverages available tools / resources to resolve.
Manage eZ Business platform and enrollment process
Execute all aspects of operationally onboarding new agent banks; this includes creation of loan sources, Visa/MC licensing, Agent Portal configuration, and platform builds of new agents, products, and plastics.
Completes portfolio acquisition tasks (pre and post conversion) to include data analysis and account maintenance
 Complete all business account maintenance as submitted by agents and cardholders
Oversight of credit reporting and dispute process
High-level issue resolution for cardholders
Creates new accounts and performs account maintenance.
Runs large print and mail jobs.
Processes cardholder payments.
Performs User Acceptance Testing for all TCM projects, updates, and rollouts.
Provides operational support to other business units as needed (Client Relations, Accounting, Risk, Credit and Collections)
Meets job standards, such as quality, accuracy and productivity.  
Performs other related duties as assigned.

 

EDUCATIONAL REQUIREMENTS:

A high school diploma/GED is required.

 

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

One or more years of operation and credit card industry experience
Excellent customer service skills; Must be detail-oriented and able to multi task
Excellent verbal and written communication skills
General skill in the use of MS Office and other standard software applications required to perform job duties
Ability to meet accuracy and quality standards
Ability to work both independently and in a team environment
Must be able to interact comfortably with all levels of administration

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