Chargeback 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 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

• Serve as subject matter expert, including researching and providing guidance on advanced card maintenance issues
• Lead small team projects of moderate complexity
• Provide training and mentoring to team members
• Able to assist team members with more complex case/chargeback questions
• Perform chargebacks in the Visa/Mastercard systems
• Lead the documentation of department procedures
• 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

• Advanced understanding of all associated card and deposit products
• Strong knowledge of the banking industry, including best practices
• Intermediate understanding of regulations such Reg E, Reg Z, Visa, Mastercard, Card Act, and Soldiers and Sailors
• Ability to serve as subject matter expert on Commerce systems, platforms and card/deposit products
• Collaborative with ability to drive process improvements, including ways to streamline processes
• Ability to resolve escalated issues and provide guidance to team members on issues of basic to intermediate complexity
• Advanced ability to detect and understand a new potential fraud trend and escalate accordingly
• Ability to effectively train team members utilizing various learning styles
• 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

• Bachelor's degree Business Administration or related field or equivalent experience required
• 3+ years customer service experience required
• 2+ years bankcard experience required

Location: 811 Main St, Kansas City, Missouri 64105

Time Type:
Full time