Customer Support Specialist

About Working at Commerce 

Wouldn’t it be great to build your career at a bank that’s known for helping people with their financial challenges? That’s exactly what you’d be doing when you join the team at Commerce Bank. We’re looking for teammates who are ready to do whatever it takes to help our customers with their everyday financial needs. You’d be helping yourself too, because Commerce has a tradition of recognizing and rewarding team members for their talent, skills and contributions.  

No wonder we’ve been an industry leader for over 150 years and have developed a reputation as a great place to work in the financial services world. If you’d like to be a part of a team and culture that is respected by its peers and in your community, we should talk. We’re always looking for the best and brightest.

About This Job

The main purpose of this position is to provide high touch customer service via phone or email to commercial, small business, and internal customers of the bank. This position is critical to the retention and growth of the business lines supported. 

Essential Functions

  • Provide high touch customer service that reflects empathy and a positive attitude for 30+ commercial banking products.
  • Respond to commercial and small business customers and internal business partners questions/requests via phone/email
  • Research and partner with appropriate team members, internal partners and vendors to find answers when needed
  • Find the best solution to complex customer issues which mitigates financial risk while maintaining Service Level Agreements (SLAs) 
  • Resolve problems/troubleshoot technical issues with banking products, review templates and provide further details on transactions as needed.
  • Handle sensitive issues concerning Fraud, Trojan, Business Email Compromise (BEC) etc. 
  • Accurately document each customer interaction in a case management system
  • Perform other duties as assigned

Work Schedule

  • Monday - Friday: Multiple shifts available between 7:00am-7:00pm

Knowledge, Skills, and Abilities

  • Inquisitive, agile and strong team player with excellent written, verbal and interpersonal communication skills 
  • Motivated and organized self-starter with strong attention to detail and the ability to manage multiple priorities 
  • Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values
  • Ability to deescalate situations with customers with the ability to explain steps being taken to resolve an issue without creating a reputational risk to the bank 
  • Ability to maintain a high degree of confidentiality
  • Ability to translate technical requests to customers without technical expertise
  • General understanding of computer systems and applications 
  • Intermediate level proficiency with Microsoft Outlook, Word, Excel and Power Point

Education/Experience

  • High School Diploma or Equivalent
  • Associate’s degree or equivalent combination of education and experience preferred
  • 3+ years customer service experience required
  • 2+ years bank operations, technical or call center experience preferred 
Location: 811 Main St, Kansas City, Missouri 64105

Time Type:

Full time
Company
Commerce Bank
Posted
09/01/2021
Type
Full time
Location
Kansas City, MO 64105, US