Dispute Representative

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 155 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.

Essential Functions

• Provide answers to low complexity questions about cases to assist new team members
• Assist with documenting department procedures
• Assist with training team members
• Review and confirm validity of customer documents through research
• Perform and review validity of commercial account administrators
• Process commercial card - boutique service requirements and assist authentication for call center when needed
• Communicate dispute details to and from the cardholder(s), merchants(s), financial institution(s), third party processor(s), peer(s)
• Manage incoming calls related to cases, queues, returned calls, status of account or case, internal departments, or outside agencies
• Process stop payments in the associated systems
• Perform other duties as assigned

Knowledge, Skills & Abilities Required

• Intermediate knowledge of the banking industry, including best practices
• Basic understanding of regulations such Reg E, Reg Z, Visa, Mastercard, Card Act, and Soldiers and Sailors
• Ability to learn and understand Commerce systems, platforms and card/deposit products
• Ability to be proactive and ask questions, offer solutions and retain and apply information to future situations
• Ability to exercise sound judgment when making decisions, including identifying and interrupting flagged issues
• Ability to maintain professionalism with customers during difficult situations
• Ability to extract necessary information to be able to thoroughly investigate a case
• Ability to research and provide solutions with the understanding of when to escalate issues
• Ability to retain information and apply knowledge to multiple situations or scenarios
• Ability to maintain a high degree of confidentiality
• 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
• Basic level proficiency with Microsoft Word, Excel, Teams and Outlook

Education & Experience

• Associate's degree in Business Administration or related field or equivalent experience required
• 2+ years related customer service experience required
• 1+ year banking and/or bankcard experience preferred

Location: 811 Main St, Kansas City, Missouri 64105

Time Type:
Full time