TCM Bank
ICBA PAYMENTS - BANK CUSTOMER SERVICE REPRESENTATIVE (PAYMENTS)
TCM Bank - Washington, District of Columbia, us, 20022
Work at TCM Bank
Overview
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Overview
The Independent Community Bankers of America® (ICBA) is the nation's voice for community banks. We are committed to creating and promoting an environment where community banks flourish. ICBA Payments is a wholly owned subsidiary of ICBA, alongside TCM Bank, plays a critical role in enabling community banks to provide competitive payment solutions.
Summary
The
B
ank Customer Service Representative
(Payments)
is responsible for supporting client banks and maintaining key department processes. The incumbent will work with client banks, vendor partners and internal departments to implement and manage card payments portfolios. The incumbent will research data, facilitate problem resolution, and effectively communicate outcomes related to card payment industry matters. The Bank Customer Service Representative must work independently responding to inquiries from multiple channels and maintain a keen sense of decision making regarding high priority inquiries, satisfaction trends, and at-risk client concerns.
The Bank Customer Service Representative is encouraged to share ideas and participate in department improvements facilitating growth and development. This position plays a key role in a team effort to directly support client banks, manage client satisfaction with payments portfolio management, bring resolution to bank issues, support department colleagues, and promote and refer Payments products, services and ICBA membership.
The Bank Customer Service Representative is often the first point of contact for a client, internal departments, and vendor partners therefore, it is imperative that the representative enjoys delivering and securing client satisfaction.
Applications must include resume, cover-letter and writing sample. Writing sample should be brief and highlight in 2 - 4 paragraphs experience with a customer. Preferred topic credit or debit card product
Key Duties & Responsibilities
Manage client bank service tickets, incoming phone, and email requests. Manage internal staff and business partners inquiries. Maintain department service level standards. Set up client product profiles using vender portals. GUI Train client bank to use payment product portals. Review reports for fraud prevention, profitability and routine maintenance. Open new credit card accounts, manage accounts and provide client bank support. Initiate call and email outreach to support department initiatives, client training and engagement activity. Proactively update the CRM database with all client communication. Perform administrative department operations. Refer sales opportunities for products and services and ICBA membership. Contact client satisfaction survey respondents. Proactively review internal communications, network, and vendor partner industry announcements Attend webinars to stay current with evolving technology, products, and operations. Complete support tasks identified through Relationship Manager bank visits and consultations. Host webinars for client training. Utilize analysis tool to monitor client portfolio activity for trends and product needs. Aid in the development of department efficiency tools and processes. Identify client service dissatisfaction and aid in retention strategies. Proactively seek resources and opportunities to support personal growth and development in payments industry knowledge. Exhibit sound judgement to proactively request assistance to successfully navigate solutions. Other duties as assigned. Qualifications
Bachelor's degree preferred. 2+ years of credit card processing or related experience in a financial institution. Payment products knowledge preferred. Knowledge of payment networks (Visa/Mastercard) products and transaction processing Prior experience in a payments industry customer contact environment with direct customer servicing required. Proficient with Microsoft Office suite; CRM database, OneDrive and shared files experience required. Ability to effectively communicate via Zoom and Teams for video conferencing. Strong, initiative-taking work ethic. Enthusiastic about providing excellent service to community bank customers. Excellent written and verbal communication skills Ability to proactively review training resources and be proficient managing the position duties. Ability to multitask, prioritize and meet performance expectations. Ability to manage proactive follow-up to resolution. Ability to manage routine and client check-ins. Aptitude for handling challenging client situations. Ability to collaborate within a team and work independently. Willingness to make decisions and exhibit sound judgment.
Compensation and Benefits
The target annual salary range for this role is currently $60,000 to $65,000 based on a regular, full-time schedule. The amount of compensation offered will be determined by several factors, including but not limited to experience, qualifications, market data and internal equity. Total compensation includes a comprehensive healthcare benefits package (medical, dental and vision), 401k plan company match contribution, and an annual performance bonus.
Equal Employment Opportunity
ICBA is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. ICBA does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.
Summary
The
B
ank Customer Service Representative
(Payments)
is responsible for supporting client banks and maintaining key department processes. The incumbent will work with client banks, vendor partners and internal departments to implement and manage card payments portfolios. The incumbent will research data, facilitate problem resolution, and effectively communicate outcomes related to card payment industry matters. The Bank Customer Service Representative must work independently responding to inquiries from multiple channels and maintain a keen sense of decision making regarding high priority inquiries, satisfaction trends, and at-risk client concerns.
The Bank Customer Service Representative is encouraged to share ideas and participate in department improvements facilitating growth and development. This position plays a key role in a team effort to directly support client banks, manage client satisfaction with payments portfolio management, bring resolution to bank issues, support department colleagues, and promote and refer Payments products, services and ICBA membership.
The Bank Customer Service Representative is often the first point of contact for a client, internal departments, and vendor partners therefore, it is imperative that the representative enjoys delivering and securing client satisfaction.
Applications must include resume, cover-letter and writing sample. Writing sample should be brief and highlight in 2 - 4 paragraphs experience with a customer. Preferred topic credit or debit card product
Key Duties & Responsibilities
Manage client bank service tickets, incoming phone, and email requests. Manage internal staff and business partners inquiries. Maintain department service level standards. Set up client product profiles using vender portals. GUI Train client bank to use payment product portals. Review reports for fraud prevention, profitability and routine maintenance. Open new credit card accounts, manage accounts and provide client bank support. Initiate call and email outreach to support department initiatives, client training and engagement activity. Proactively update the CRM database with all client communication. Perform administrative department operations. Refer sales opportunities for products and services and ICBA membership. Contact client satisfaction survey respondents. Proactively review internal communications, network, and vendor partner industry announcements Attend webinars to stay current with evolving technology, products, and operations. Complete support tasks identified through Relationship Manager bank visits and consultations. Host webinars for client training. Utilize analysis tool to monitor client portfolio activity for trends and product needs. Aid in the development of department efficiency tools and processes. Identify client service dissatisfaction and aid in retention strategies. Proactively seek resources and opportunities to support personal growth and development in payments industry knowledge. Exhibit sound judgement to proactively request assistance to successfully navigate solutions. Other duties as assigned. Qualifications
Bachelor's degree preferred. 2+ years of credit card processing or related experience in a financial institution. Payment products knowledge preferred. Knowledge of payment networks (Visa/Mastercard) products and transaction processing Prior experience in a payments industry customer contact environment with direct customer servicing required. Proficient with Microsoft Office suite; CRM database, OneDrive and shared files experience required. Ability to effectively communicate via Zoom and Teams for video conferencing. Strong, initiative-taking work ethic. Enthusiastic about providing excellent service to community bank customers. Excellent written and verbal communication skills Ability to proactively review training resources and be proficient managing the position duties. Ability to multitask, prioritize and meet performance expectations. Ability to manage proactive follow-up to resolution. Ability to manage routine and client check-ins. Aptitude for handling challenging client situations. Ability to collaborate within a team and work independently. Willingness to make decisions and exhibit sound judgment.
Compensation and Benefits
The target annual salary range for this role is currently $60,000 to $65,000 based on a regular, full-time schedule. The amount of compensation offered will be determined by several factors, including but not limited to experience, qualifications, market data and internal equity. Total compensation includes a comprehensive healthcare benefits package (medical, dental and vision), 401k plan company match contribution, and an annual performance bonus.
Equal Employment Opportunity
ICBA is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. ICBA does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.