Job Description

TCM Bank is in Tampa, FL. This is a remote opportunity. If living outside of the area, travel expectations would be at least 4 times (over-night travel) per year. Qualified candidates located in the states where we do business will be considered: AL, AZ, DC, FL, GA, IA, KY, MA, MD, MI, MO, MN, NE, NC, OH, OR, PA, SC, TX, & VA.

Summary:

The Contact Center Associate I (CCA1) is responsible for creating a positive contact center customer experience and a memorable interaction, all while promptly completing the customer's request. The CCA1 customers are our cardholders, agent banks, and TCM bank co-workers. The CCA1 will work on account inquiries received via phone, email, chat, and fax. The CCA1 seeks to provide one-interaction resolution and professional, prompt service with respect and kindness.

The job requires to be connected to a phone via headset for the entire work shift, excluding breaks/meal periods, to accept incoming customer interactions in a high-volume contact center. The associates must enjoy working with people, manage intense, emotional, and sometimes difficult customer conversations, and maintain professional and courteous composure while resolving the account issues.

This position is 100% remote and requires the CCA1 to have reliable internet. All CCA1 must be available to work flexible schedules that include rotations and/or Saturday shifts. Preferred schedules are not guaranteed nor permanent. This position is a non-sales position.

Duties & Responsibilities:

CCA1 priority is consumer interactions but could be delegated agent banks and business interactions as per business needs.
Assist with account related, customer service inquiries from cardholders and agent banks. For example, general inquiries, payments, dispute, fraud, online account management, mobile app, account maintenance and other general questions. via phone, email, chat, and fax.
Identify, research, and resolve cardholder or agent bank issues using available resources and systems.
Participate in contact center fraud prevention and awareness.
Assist in answering co-worker’s questions via chat or phone.
Help other departments as assigned by manager.
Be a team player and motivate team members to provide the best customer experience for our cardholders and agent banks.
Participate in special projects on-the-phone.
Identify and escalate priority issues to the appropriate resource.
Transfer customer calls to appropriate resource when necessary.
Follow-up on customer inquiries not immediately resolved.
Recognize, document, and alert the manager of trends in customer calls.
Recommend process improvements to appropriate resource or manager.
Meet monthly departmental goals and position expectations as established.
Always maintain and display a positive attitude.
Complete all training coursework assigned.
Complete all compliance coursework assigned.
Other duties as assigned.

Qualifications:

A high school diploma/GED is required.
Basic computer skills are required, MS Office experience preferred.
Ability to learn new software applications is required.
Good listening skills are required.
Good problem-solving skills are required.
Professional verbal and written communication skills are required.
Ability to type on a standard keyboard fluidly is required.
Self-motivated and results-oriented associates are preferred.
Excellent organizational skills are preferred.
Knowledge of credit card terms and conditions are preferred.
Six months of previous work experience in a call center environment is preferred.
Knowledge of customer service principles and practices is preferred.
Ability to work effectively in a multi-tasking, high call volume environment is preferred.
Bilingual speaker (Spanish/English), preferred.

TCM Bank, N.A. embraces the diversity of its applicants and employees and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other characteristic protected by applicable law.

Actual compensation offered to candidate will be finalized at offer and may be above or below the posted range due to skill level, experience, industry specific knowledge, education/certifications, etc. The offer rate represents one component of TCM Bank's total compensation package. Employees will also receive several benefits as listed below. Other compensation for this position may include bonus eligibility in the monthly incentive program.

Benefits Offered:

Competitive medical, dental and vision benefits
401(k) and Roth 401(k) retirement plans with company match
Flexible spending accounts (medical and dependent care)
Company-paid parental leave
Educational assistance
Company paid continuing education credits
Paid employee assistance program
12 paid holidays, including discretionary early closures before holidays and company events. (More than your average company!)
Multiple time-off options for vacation, volunteering, or care for yourself or loved ones.

No sponsorships available for this position.

Principals Only. No Agencies Please.

Job Details

Pay Type

Salary

Education Level

High School

Hiring Min Rate

35,370 USD

Hiring Max Rate

41,750 USD

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CONTACT CENTER ASSOCIATE I - VIRTUAL