Making Call-Center
Magic

"Each cardholder experience should be memorable – in a good way."
Ysrael Peguero
Call Center Bi-Lingual Supervisor, TMG
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It’s not about the destination, it’s about the journey. For customer service calls, the same rings true. “After a call, cardholders should walk away with the situation resolved. How they get to those resolutions is where the magic happens,” says TMG’s Call Center Bi-Lingual Supervisor Ysrael Peguero.

Creating exceptional experiences for all cardholders, including those whose primary language is Spanish, is the goal for TMG’s consumer services representatives. Ysrael notes, "At each point in our conversations, we want cardholders to know we’re here for them and will give them the highest level of care.”

The feelings cardholders take away from their calls matter. “If we called each cardholder back, we want each of them to be able to say we made their lives easier,” Ysrael says.

 

Strategic Partners
Have Your Back

"We can trust the people at TMG are behind us to support our growing card portfolio."
Tim Rademaker
AVP Risk Management & Compliance, CBC Federal Credit Union
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Partnerships are built on a foundation of trust. Financial institutions like CBC Federal Credit Union need to know they can rely on their strategic partners to provide the support they need when they need it.  That’s why CBC turned to TMG.

For CBC, a successful partnership should result in more than just revenue and portfolio growth. It should also deliver high-quality, high-touch interactions. “We don’t want our credit union to be a number on an account. We want to have actual human interface with our strategic partners,” says Tim Rademaker, CBC’s AVP Risk Management and Compliance. “TMG has done an excellent job offering that kind of service.”

In the ever-evolving world of payments, having a steadfast, reliable strategic partner has been invaluable to CBC. As Tim says, “We can trust the people at TMG are behind us to support our growing card portfolio. That knowledge and TMG’s support is what helps ensure our credit union succeeds.”

 

Family-Like Atmosphere

"We saw a great relationship we wanted to move into."
Cicely White
Card Services Manager, Farmers Insurance Group Federal Credit Union
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Something as simple as being called by name can make a big difference. When Cicely White, Card Services Manager at Farmers Insurance Group Federal Credit Union, picks up the phone and calls TMG, she knows she’ll get that personal touch. “TMG is an extension of our credit union family,” says Cicely. “They’re people who know me, know my institution and care about what’s important to us.”

Going beyond the typical vendor relationship was key to Farmers when selecting a processing partner. The credit union wanted a partner that could provide high-touch, high-quality interactions in a family-like atmosphere. Cicely notes, “Before partnering with TMG, we visited them, visited their existing clients. What we saw was a great relationship we wanted to move into.”

Making Call-Center
Magic

"Each cardholder experience should be memorable – in a good way."
Ysrael Peguero
Call Center Bi-Lingual Supervisor, TMG
READ MORE

It’s not about the destination, it’s about the journey. For customer service calls, the same rings true. “After a call, cardholders should walk away with the situation resolved. How they get to those resolutions is where the magic happens,” says TMG’s Call Center Bi-Lingual Supervisor Ysrael Peguero.

Creating exceptional experiences for all cardholders, including those whose primary language is Spanish, is the goal for TMG’s consumer services representatives. Ysrael notes, "At each point in our conversations, we want cardholders to know we’re here for them and will give them the highest level of care.”

The feelings cardholders take away from their calls matter. “If we called each cardholder back, we want each of them to be able to say we made their lives easier,” Ysrael says.

 

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