Customer Support Specialist - CCS

About this role

About Working at Commerce 

Building a career here is more than just steps on a ladder. It’s about helping people find financial safety and success, helping businesses thrive, and making sure people and their money are taken care of. And our commitment doesn’t stop there. Our culture is about our people, the ones in our communities and the ones that work with us.  

Here, you’ll find opportunities to grow and learn, to connect with others, and build relationships with the people around you. You’ll have the space and resources to grow into the best version of yourself. Because our number one investment is you.

Creating an award-winning culture doesn't come easy. And after 160 years, we know Commerce Bank is only at its best when our people are. If this sounds interesting to you, keep reading and let’s talk. 

Compensation Range Hourly: $19.00 - $24.50 (Amount based on relevant experience, skills, and competencies.)

About This Job

The main purpose of this job is to assist different lines of business by performing various job functions on an as needed basis.

Work Schedule • Monday - Friday 9:00 AM - 6:00 PM (first 6 weeks of training may be 8:00 AM - 4:30 PM)

Essential Functions • Assist with low to medium complexity resolution issues with heightened customer focus

• Answer inbound phone calls from customers and third parties

• Open, review, and resolve cases through case management

• Process account maintenances through various applications

• Provide a high level of customer service through various communication channels and meet accuracy and timeliness measures

• Adapt communication style based on engagement and audience

• Research and determine next action steps to resolving inquiries

• Resolve customer questions or concerns promptly

• Document inquiries in Salesforce case management system (Insight 360)

• Provide technical support for enhanced security password resets

• Provide new customers with technical assistance with Commerce Connections and connecting applications

• Review, verify, and escalate missing data and data files with the appropriate department

• Resolve customer issues with Clover point of sale hardware and platform

• Assist callers with debit/credit card reissue through TSYS mainframe, and TCI platform

• Perform other duties as assigned

Knowledge, Skills & Abilities Required • Basic knowledge of bank operations

• Excellent customer service skills

• Ability to learn new processes quickly and critical thinking skills

• Ability to learn and understand extended Commerce systems, platforms, and products

• Ability to work off-shifts as necessary

• Motivated and organized self-starter with strong attention to detail and the ability to manage multiple priorities

• Inquisitive, agile, and strong team player with excellent written, verbal, and interpersonal communication skills

• 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

• Moderate level of proficiency with Microsoft Word, Excel and Outlook

Education & Experience • Associate’s degree or equivalent combination of education and experience required

• 1+ year financial services or related experience required

• 1+ years customer service experience required

*Hybrid Schedule: M inimum of 2 days/week on site (training may require up to 5 days per week in office for up to 6 weeks, depending on progress and business need)

**Level of role is determined by knowledge, experience, skills, abilities, and education

***For individuals applying, assigned and/or hired to work in areas with pay transparency requirements, Commerce is required by law to include a reasonable estimate of the compensation range for some roles.  This compensation range is for the Customer Support Specialist I – CCS, Customer Support Specialist II - CCS or Senior Customer Support Specialist - CCS level job and contemplates a wide range of factors that are considered in determining most appropriate job level and making compensation decisions, including but not limited to location, skill sets, education, relevant experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate has not been adjusted for any applicable differentials (geographic, bilingual, or shift) that could be associated with the position or where it is filled. At Commerce, compensation decisions are dependent on the facts and circumstances of each situation. A reasonable estimate of the current base pay is $19.00 to $24.50 per hour.

#LI-MC1

The candidate selected for this position may be eligible for the following employment benefits: employer sponsored health, dental, and vision insurance, 401(k), life insurance, paid vacation, and paid personal time. In addition, we offer career development, education assistance, and voluntary supplemental benefits.  Click here to learn more.

Location: 922 Walnut St, Kansas City, Missouri 64106 Time Type: Full time

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