Customer Support Specialist I
3 weeks ago
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 more than 155 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 RangeHourly: $18.00 - $21.15 (Amount based on relevant experience, skills, and competencies.)About This JobThe 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 FunctionsAssist with low to medium complexity resolution issues with heightened customer focusAnswer inbound phone calls from customers and third partiesOpen, review, and resolve cases through case managementProcess account maintenances through various applicationsProvide a high level of customer service through various communication channels and meet accuracy and timeliness measuresAdapt communication style based on engagement and audiencePerform other duties as assignedResearch and determine next action steps to resolving inquiriesResolve customer questions or concerns promptlyDocument inquiries in Salesforce case management system (Insight 360)Provide technical support for enhanced security password resetsProvide new customers with technical assistance with Commerce Connections and connecting applicationsReview, verify, and escalate missing data and data files with the appropriate departmentResolve customer issues with Clover point of sale hardware and platformAssist callers with debit/credit card reissue through TSYS mainframe, and TCI platformPerform other duties as assignedWork Schedule:Monday - Friday; 9:00am - 6:00pm (First 6 weeks of training could be 8:00am - 5:00pm)Knowledge, Skills & Abilities RequiredBasic knowledge of bank operationsExcellent customer service skillsAbility to learn new processes quickly and critical thinking skillsAbility to learn and understand extended Commerce systems, platforms, and productsAbility to work off-shifts as necessaryMotivated and organized self-starter with strong attention to detail and the ability to manage multiple prioritiesInquisitive, agile, and strong team player with excellent written, verbal, and interpersonal communication skillsAbility 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 ValuesModerate level of proficiency with Microsoft Word, Excel and OutlookEducation & ExperienceAssociate's degree or equivalent combination of education and experience required1+ year financial services or related experience required1+ years customer service experience required***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 job and contemplates a wide range of factors that are considered in 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, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each situation. A reasonable estimate of the current base pay is $18.00 to $21.15 per hour.#LI-HybridThe 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: 811 Main St, Kansas City, Missouri 64105Time Type:Full time
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