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 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.

About This Job

The Commercial Card Customer Support Specialist performs technical system support for all Commercial activities that cross department boundaries within the Operations Division. They are empowered to take corrective measures to resolve customer problems and provide "hotline" training support for Network and Mainframe computer systems serviced by Treasury Services Operations and other Operational departments.

Essential Functions

• Provide high touch customer service that reflects empathy and a positive attitude
• Respond accurately to commercial, small business, and internal customers 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 difficult complex customer issues while maintaining Service Level Agreements (SLAs)
• Resolve problems/troubleshoot issues related to commercial credit card transactions and/or online websites utilizing multiple systems
• Complete account maintenance utilizing complex card systems
• Handle multiple communication channels simultaneously
• Accurately document each customer interaction in case management system
• Perform other duties as assigned

Knowledge, Skills & Abilities Required

• General understanding of computer systems and applications
• Ability to maintain a high degree of confidentiality
• Ability to deescalate situations with customers with the ability to explain what steps are being taken to resolve an issue without creating a reputational risk to the bank
• 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
• Intermediate level proficiency with Microsoft Outlook, Word, Excel and Power Point

Education & Experience

• Associate's degree or equivalent combination of education and experience required
• 2+ years customer service experience required
• 1+ year bank operations or call center experience preferred

Location: 811 Main St, Kansas City, Missouri 64105

Time Type:

Full time