What are the responsibilities and job description for the Customer Service Associate position at TIB, N.A.?
Ranking #9 in the American Banker’s 2025 Best Banks to Work For, TIB is committed to serving as Trusted Partners for community banks and our employees. We take great care to maintain a commitment to excellence and personalized service. We are dedicated to providing a diverse work environment that fosters inclusivity and growth. We offer a best-in-class benefits package that includes comprehensive health, life, and disability coverage, 401(k) retirement savings, generous paid time off, parental leave, tuition reimbursement, and other little extras to make work fun. If this aligns with your values and you want to join a leader in the banking industry, we are hiring for a Customer Service Associate that provides inbound/outbound cardholder support and customer service for TIB card issuing programs.
MAJOR DUTIES/ACCOUNTABILITIES
• Answers incoming calls from cardholders and responds to service inquiries or requests.
• Places outbound calls to cardholders as needed to resolve inquires or service requests.
• Processes cardholder requests received by written or electronic correspondence.
• Partners with the bank support team to resolve cardholder support inquiries received from partner banks on behalf of their customers.
• Utilizes knowledge of card processing platforms and internal applications to trouble-shoot and resolve cardholder support inquiries in a timely manner.
• Assists cardholders with establishing online account access and provides ongoing support.
• Serves as the cardholders’ initial point of contact for payment or statement research requests.
• Serves as the cardholders’ initial point of contact for transaction research and reporting cards as lost/stolen.
• Complies with all banking laws and regulations, and maintains the confidentiality of bank and customer information.
REQUIREMENTS/DESIRED QUALIFICATIONS
Required
• High school diploma or equivalent
• Basic accounting experience
• Good oral and written communication skills
• Good telephone customer service skills
• Ability to thrive in a team environment
• Ability to remain flexible and adapt quickly, as needed
• 10-key by touch
• Software: Microsoft Office (Word, Excel, and PowerPoint)
Preferred
• 1 year of bankcard/customer service experience in a call center environment
• Software: FDR
The Major Duties/Accountabilities listed above are only a summary of the typical functions of this job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. Management may elect to assign other responsibilities, tasks, and duties associated with this position. TIB requires a comprehensive background investigation, including criminal and credit history.