Customer Support Specialist - Treasury

About Working at Commerce

The full job description covers all associated skills, previous experience, and any qualifications that applicants are expected to have.

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.

Compensation Range

Hourly : $20.90 - $26.90 (Amount based on relevant experience, skills, and competencies.)

About This Job

The main purpose of this job is to perform technical system support for all Commercial activities that cross department boundaries within the Operations Division. This role will take corrective measures to resolve customer problems and provide "hotline" training support for Network and Mainframe computer systems serviced by Treasury Services Operations and other Operational departments.

Essential Functions

Assist with low to medium complexity resolution issues with heightened customer focus

Answer inbound phone calls from customers and third parties

Open, review, and resolve cases through case management

Process account maintenances through various applications

Provide a high level of customer service through various communication channels and meet accuracy and timeliness measures

Adapt communication style based on engagement and audience

Research and determine next action steps to resolving inquiries

Resolve customer questions or concerns promptly

Document inquiries in Salesforce case management system (Insight 360)

Provide technical support for enhanced security password resets

Provide new customers with technical assistance with Commerce Connections and connecting applications

Review, verify, and escalate missing data and data files with the appropriate department

Resolve customer issues with Clover point of sale hardware and platform

Assist callers with debit / credit card reissue through TSYS mainframe, and TCI platform

Perform other duties as assigned

Work Schedule

Multiple 1st shift schedules between 7 am -6 pm Monday - Friday (specific start time / end time may vary as shifts are staggered)

Knowledge, Skills & Abilities Required

Basic knowledge of bank operations

Excellent customer service skills

Ability to learn new processes quickly and critical thinking skills

Ability to learn and understand extended Commerce systems, platforms, and products

Ability to work off-shifts as necessary

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 Word, Excel, Teams, and Outlook

Education & Experience

Associate’s degree or equivalent combination of education and experience required

1+ year financial services or banking experience required

1+ years customer service experience in call center or relationship management required

Financial services experience with Wires, ACH system(s) preferred

• Level of role is determined by knowledge, experience, skills, abilities, and education
• 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 I - Treasury or Customer Support Specialist II - Treasury level job and contemplates a wide range of factors that are considered in determining most appropriate job level and 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 $20.90 to $26.90 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 here to learn more.

Location : 922 Walnut St, Kansas City, Missouri 64106

Time Type : Full time