SUPERVISOR CLIENT RELATIONS

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 (overnight travel) per year. Qualified candidates located in the states where we do business will be considered: AL, AZ, DC, FL, GA, IA, KY, MA, MI, MD, MO, MN, NE, NC, OH, OR, PA, SC, TX, & VA.

SUMMARY:
Responsible for day-to-day operations with the Client Relations team. Includes directing effort toward high-level client account management. Lead, manage, and plan client advocacy, marketing support, management of clients’ short and long-term portfolio development strategies. Leads and guides the development of Client Relations departmental priorities and business objectives, providing ongoing strategic direction for the Client Relations team. Provide performance feedback and performance reviews to Client Relations team members.

DUTIES & RESPONSIBILITIES:
1. Manage and lead a team of Client Relations Department employees.
2. Maintain agent bank communication standards, track trends, and monitor team efforts for effectiveness.
3. Periodically review and re-evaluate the agent banks portfolio and level of engagement.
4. Identify trends within the portfolio.
5. Promote and support portfolio growth either directly with the client or through supporting the Relationship Management team.
6. Oversee team effectiveness in maintaining a thorough understanding of the client’s business and industry with a focus on retention.
7. Perform a leadership role in preparing and conducting client meetings.
8. Handle escalated issues on behalf of agent banks, Client Account Executives, and Senior Staff.
9. Prepare RFP responses, delivery, and follow-up.
10. Provide live agent training and update sessions via webinar.
11. Coordinate with Marketing Associates to create content for agent communication.
12. Handle incoming communications (calls/e-mails) from client banks and business partners using appropriate resources to respond in a timely manner, focusing on one-call resolution.
13. Balance team and individual responsibilities.
14. Other duties as assigned.

QUALIFICATIONS:

• Bachelor’s degree preferred.
• 8 years of related experience in a Client Relations role or equivalent experience.
• Preferred, 1-2 years’ experience with supervisory experience.
• Strong written and oral communication skills.
• Demonstrated success in account and client relationship management.
• Demonstrated ability to lead and inspire teams or work groups to achieve challenging objectives with competing timelines and/or deadlines.
• Strong ability to influence others and to build collaborative internal team environments.
• Prefer functional knowledge of ICBA Payments & TCM Bank, card payments, vendor partners, and clients.
• Ability to manage projects.
• Ability to present training and/or updates online via webinar to clients.
• Excellent presentation skills and comfortable presenting to internal and external customers.
• Excellent problem solving and judgment.
• Knowledge of applicable consumer credit card and lending regulations including Reg Z; the Credit CARD Act; FCRA; FDCPA, and OCC regulations; and state laws.
• Knowledge of Microsoft Office suite; CRMs, and other Client Relations databases as needed.

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.

The actual compensation offered to the candidate will be finalized at the 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 TCM Bank Annual Bonus Plan.

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 caring for yourself or loved ones.

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 (overnight travel) per year. Qualified candidates located in the states where we do business will be considered: AL, AZ, DC, FL, GA, IA, KY, MA, MI, MD, MO, MN, NE, NC, OH, OR, PA, SC, TX, & VA or will be willing to relocate (TCM does not provide relocation).

No sponsorships available for this position.
Principals Only. No Agencies Please.