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Contact Center Associate (Temporary - Bilingual a plus)

TCM BANK, NA

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.

We are currently seeking a Temporary Contact Center Associate (3 months) with the possibility of the position becoming permanent.

SUMMARY:

Responsible for assisting customers regarding their credit card accounts via phone and/or written correspondence in a timely and professional manner.  Contact Center Associates will be expected to treat all customers with respect and should enjoy working with people and solving problems.

GENERAL DUTIES & RESPONSIBILITIES:

  • Answer phones and respond to customer requests in a timely and professional manner.
  • Identify, research, and resolve customer issues using available resources and systems.
  • Process orders, forms and applications.
  • Identify and escalate priority issues.
  • Transfer customer calls to appropriate resource.
  • Follow-up on customer inquiries not immediately resolved.
  • Recognize, document and alert the supervisor of trends in customer calls.
  • Meet departmental goals and position expectations as established.
  • Recommend process improvements.
  • Responsible for annual completion of all assigned training, including Bank Secrecy Act related training
  • Responsible for all applicable compliance requirements, with a duty to immediately report to Management all suspicious activity
  • Other duties as assigned.

 

EDUCATIONAL REQUIREMENTS:

High School Diploma

 

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

  • Knowledge of customer service principles and practices
  • Computer literate with the ability to learn customer service software applications.
  • Must have good listening and problem-solving skills
  • Ability to work effectively in a multi-task, high-volume environment
  • Duties require professional verbal and written communication skills and the ability to type fluently.
  • Self-motivated and results-oriented
  • Excellent organizational skills
  • Knowledge of credit card terms and conditions preferred
  • Six months or more experience in a Contact Center environment preferred but not required
  • Bilingual (fluent in English and Spanish) a plus
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