Customer Support Specialist

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 160 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. 

About This Job

This Commerce Bank Fraud Team is an integral part of our ongoing efforts to prevent and limit debit, consumer credit, and commercial credit card losses to the bank through education, early detection, and investigative processes.  The Fraud Specialist serves on the frontline of our Fraud Team and provides critical assistance to our valued customers in times of need 24 hours/day.  If you want to help fight fraud and be a crucial resource for our customers, this is the team for you

Essential Functions

• 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 id card activity or account is not working properly, such as declined authorizations

• Maintain the multiple application credit card functionality

• Perform other duties as assigned

Knowledge, Skills & Abilities Required

• 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

***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 – Bankcard Fraud 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, compensation decisions are dependent on the facts and circumstances of each situation. A reasonable estimate of the current base pay is $ $21.90 per hour.

#LI-Hybrid

The 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.

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