Senior Product Support

Found in: Talent US C2 - 1 week ago

Kansas City, United States Commerce Bank Full time

About This Job

The main purpose of this job is to make essential contributions to the development and implementation of business initiatives for the Indirect and Direct Lending lines of business, which are mainly comprised of automobile secured loans. The Specialist will help execute key management activities including reporting, marketing/acquisition, customer experience improvements, portfolio management and product development in order to improve the performance of the business.

Essential Functions

Actively participate in consumer lending projects related to consumer loan marketing, underwriting, process improvements, audits, and product development enhancements

Responsible for reporting on key portfolio performance metrics, including but not limited to, loan losses, sales volume, fee income, direct expenses, and other business performance indicators

Perform marketing functions to drive results. Marketing activities will include content quality control, reporting, and audit of the campaigns.

Ensure organizational and business process changes resulting from systems and product enhancements, as well as audit reviews and responses, are fully documented. This includes appropriate communication to frontline staff 

Coordinate approved pricing changes and related communications under direction of the product manager

Address customer impact issues and achieve satisfactory resolution as they arise throughout the course of day-to-day business activities

Own customer journey strategies including efforts to reduce friction and pain points, as well as efforts to meet customer expectations and a changing competitive environment

Leverage customer experience best practices, trends, customer feedback, and business needs to develop initiatives

Perform other duties as assigned

Knowledge Skills & Abilities Required

Strong understanding of underlying business systems and functionality

Strong understanding of expense and revenue drivers as they relate to banking

Project organization and coordination skills

Ability to curate communications to ensure effectiveness and alignment with industry best practices and brand standards

Strong critical thinking skills with the ability to effectively solve problems

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 proficiency with Microsoft Word, Excel, Teams, and Outlook

Education & Experience

Bachelor’s degree in business, communications, marketing, or relevant area of study or equivalent combination of education and experience required

5+ years banking experience required

3+ years of related product and/or marketing 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 Senior Product Support Specialist - Consumer Lending 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, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each situation. A reasonable estimate of the current base pay is $29.30 to $34.60 per hour. 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 to learn more.

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