Customer Support Specialist – Commercial Card

at Commerce Bank
Location Kansas City
Date Posted June 21, 2022
Category Call Centre / CustomerService
Job Type Not Specified


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

This position performs technical system support for Commercial activities that cross department boundaries within the Commercial Card Operations Division.

Essential Functions

  • Empowered to take corrective measures to resolve customer problems and provide "hotline" training and support for Control Pay Advance and Centre Suite

  • Perform maintenance for commercial and small business card customers

  • 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

Work Schedule

Monday - Friday: 9:00am-6:00pm

Knowledge, Skills & Abilities Required

  • Must possess excellent customer service skills

  • Extensive knowledge of card and bank operations, their systems and procedures

  • Technical aptitude

  • Excellent typing or keyboard skills required

  • 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

  • Basic level proficiency with Microsoft Outlook, Word, Excel and Power Point

Education & Experience

  • High School Diploma or Equivalent required

  • Associate's degree or equivalent combination of education and experience preferred

  • 2-3+ years customer service experience required

Location: 811 Main St, Kansas City, Missouri 64105

Time Type:

Full time

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