Commercial Card Support Analyst

The Commercial Card Support Analyst is integral to the long-term support, satisfaction and user experience for Texas Capital Commercial Card clients post-implementation. This role will report directly to the head of Commercial Card Support team and be responsible for overseeing the daily activities required to maintain the health of the portfolio and customer satisfaction.  This will ensure Texas Capital meets the ever-evolving needs of our Commercial Card clients, as the complexion of programs becomes increasingly complex. 

Responsibilities: 

· Triage requests received by the commercial card team from clients and/or internal teams. Action the items and update SharePoint site to ensure all impacted teams (sales, account management, product) are kept informed of the resolution. 

· Directly contact clients to assist with various requests, such as:

· Queries regarding payments and payment issues

· Updating system access entitlements for customers only

· Changing expense management components, such as accounting code changes; billing cycle changes; and workflow approval changes for clients

· Responding to requests from clients for assistance with rollouts, program expansion solutions, training, and general product usage

· Escalating client issues and concerns to the vendor(s), tracking progress, and keeping clients informed

· Collaborate with sales team to complete commercialization tasks during product launch, specifically addressing client training and communication requirements; holding client webinars; and producing/updating support materials. 

· Participate in the development and improvement of client-facing processes, and controls.

· Address TSYS-TMS customer requests which are referred to the bank; evaluate the customer service policy and updating as needed 

· Manage the TS2, PowerCurve, Spend Clarity, CentreSuite, and SmartData option sets. Create change requests and manage documentation updates.

· Assess and update client survey and complaints activities.

Qualifications: 

· Minimum 3 years’ experience in credit card support/management (emphasis on commercial card preferred), with a thorough understanding of:

· Credit card authorization/transaction processes

· Payment flows for card programs

· Company/Cardholder setup and maintenance

· Expense Reporting and Cost Allocation

· Regulatory and Association Rules related to commercial cards

· Familiarity with tools used in commercial cards, including: Spend Clarity, Smart Data, CentreSuite and TSYS TS2.

· Proficient in Microsoft Office Suite, particularly PowerPoint; with advanced knowledge of SnagIt for preparing training material. 

· Excellent quantitative and analytical skills, with a high level of attention to detail and accuracy. 

· Strong communication and interpersonal skills, with the ability to clearly explain commercial card programs, particularly virtual cards, fleet, purchase, and travel cards. 

· Self-motivated, with the ability to work independently and as part of a team and manage multiple tasks and deadlines effectively. 

The duties listed above are the essential functions, or fundamental duties within the job classification. The essential functions of individual positions within the classification may differ. Texas Capital Bank may assign reasonably related additional duties to individual employees consistent with standard departmental policy.Texas Capital is an Equal Opportunity Employer.