Customer Support Supervisor

22 hours ago


Kansas City, Missouri, United States Commerce Bank Full time
About Commerce Bank

We're a bank that's been around for over 155 years, and we're still going strong. Our culture is built on helping people find financial safety and success, and we're committed to making sure our customers and employees are taken care of.

Job Summary

We're looking for a Supervisor, Customer Support to oversee the daily operations of our Support teams in Commercial Customer Support and Bankcard Security Service Center. As a key member of our team, you'll be responsible for guiding employees, developing training plans, and leading development conversations.

Key Responsibilities
  • Oversee department workflow and effectively communicate decisions, priorities, and relevant information to team members
  • Provide guidance to employees on departmental projects/issues, coach and develop training plans, lead development conversations, and answer day-to-day questions for team members
  • Understand the functions of the department and impact of results, including processes driven by regulations and time-sensitive tasks
  • Participate in meetings with leadership across business lines surrounding key performance metrics
  • Review, update, and deliver weekly and/or monthly associate scorecards
  • Review, update, and deliver monthly team scorecards to Bank Operations leadership
  • Work directly with vendors and third-party applications to escalate customer issues and service tickets
  • Intraday workforce management to maximize phone and email coverage to meet service level agreements
  • Perform other duties as assigned
Requirements
  • Intermediate knowledge of the treasury payments industry
  • Excellent customer service skills
  • Ability to develop and coach team members with proven ability to achieve results through collaboration and teamwork
  • Motivated and organized self-starter with strong attention to detail and 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 and Experience
  • Associate's degree or equivalent combination of education and experience required
  • 2+ years bank operations or call center experience required
  • 1+ year leadership or supervisory experience required

We offer a competitive compensation package, including a base salary range of $53,500 to $63,000 annually, as well as opportunities for career development, education assistance, and voluntary supplemental benefits. If you're a motivated and organized individual with excellent customer service skills, we encourage you to apply for this exciting opportunity.



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