Senior Customer Service Lead

3 weeks ago


Kansas City, Missouri, United States Commerce Bank Full time

About This Opportunity

We're seeking a highly motivated and organized individual to fill the role of Lead Customer Support Specialist at Commerce Bank.

This is a full-time position based in Kansas City, Missouri, with a hybrid schedule that requires working in-office two days per week.

In this role, you'll have the opportunity to lead assigned projects to improve and/or implement new processes for effectively managing fraud mitigation in the Commercial Customer Care Center.

You'll work closely with the team to develop and execute plans to enhance customer experience and drive business results.

**Key Responsibilities:*

  • Lead assigned projects to improve and/or implement new processes to effectively manage fraud mitigation in the Commercial Customer Care Center
  • Assist the department with projects by leading or co-leading initiatives to improve team performance and customer experience
  • Provide daily reports requested by management
  • Monitor and respond to assigned emails within department expectations
  • Serve as a backup for supervisor coverage as needed

**Requirements:*

  • Advanced understanding of social engineering, account take-over strategies, and various types of scams perpetrated against retail banking customers
  • Ability to effectively communicate and interact with all levels of the company, clearly expressing ideas and concepts verbally and in writing
  • Ability to provide coaching and serve as a mentor to team members


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