Customer Support Specialist

4 weeks ago

Kansas City, Missouri, United States Commerce Bank Full time

About Working at Commerce Bank


At Commerce Bank, we're committed to helping people find financial safety and success, and our Fraud Team plays a critical role in achieving this goal. As a Fraud Specialist, you'll be part of a dedicated team that works tirelessly to prevent and limit debit, consumer credit, and commercial credit card losses to the bank through education, early detection, and investigative processes.


Key Responsibilities:

  • Receive incoming customer calls with questions about account debit cards, credit cards, and corporate cards
  • Complete intake for Reg E and Reg Z dispute and fraud cases for all card products
  • Review account activities, taking appropriate measures to minimize risk and loss to the bank, while complying with Visa, MasterCard, and federal regulations
  • Provide excellent customer service to both internal and external customers while meeting regulatory, production, and quality standards
  • Perform security-related functions for consumer debit and prepaid, consumer credit, Revolving Line of Credit (RLOC), and commercial cards, including restricting accounts, gathering support documentation, and closing/reissuing accounts
  • Create and review fraudulent cases and resolve problems or troubleshoot issues related to card transactions and/or online websites utilizing multiple systems
  • Monitor and process fraud detection queues and Visa consumer authentication services
  • Monitor account activity and place outbound calls when appropriate
  • Monitor product changes to ensure any system issues that require further research and account maintenance are resolved in a timely manner
  • Review and perform maintenance on daily spend increases
  • Process card maintenance duties, including address changes, credit bureau updates, expiration dates, and building card holder records. Provide further research if card activity or account is not working properly, such as declined authorizations
  • Maintain the multiple application credit card functionality
  • Perform other duties as assigned


Requirements:

  • Intermediate knowledge of the fraud industry, including best practices
  • Intermediate Knowledge of federal regulations related to fraud
  • Ability to learn and retain knowledge of regulations such as Reg E and Reg Z, as well as Visa and Mastercard network rule
  • Ability to maintain professionalism with customers during difficult situations while maintaining 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
  • Intermediate level proficiency with Microsoft Office software, including Outlook, Word, and Teams


Education & Experience:

  • Associate degree in Business Administration or related field or equivalent experience required
  • 1+ years banking and/or fraud experience required
  • Chargeback experience preferred


Equal Opportunity Employer

Commerce Bank is proud to be an Equal Employment Opportunity employer and believes that every individual should have the opportunity to work at a job for which he, she, or they qualifies.

We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, gender, gender identity, gender expression, veteran status, disability status, or any other applicable characteristics protected by law.

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