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Customer Support Specialist
2 months ago
At Commerce Bank, we're committed to helping people find financial safety and success. Our culture is built on the idea that our people are our greatest asset, and we're dedicated to creating an environment where everyone can thrive.
We're looking for a talented Customer Support Specialist to join our Bank Card team. As a key member of our Fraud Team, you'll play a critical role in preventing and limiting debit, consumer credit, and commercial credit card losses to the bank.
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
- 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 rules
- 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
We offer a competitive compensation package, including a salary range of $18.00 to $21.15 per hour, as well as opportunities for career growth and development. Our benefits package includes employer-sponsored health, dental, and vision insurance, 401(k), life insurance, paid vacation, and paid personal time. We're committed to creating a positive and inclusive work environment, and we're proud to be an Equal Employment Opportunity employer.
Join our team and be part of a dynamic and growing organization that's dedicated to making a difference in the lives of our customers and communities.
