Customer Support Specialist - Treasury
About the Company
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. 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.
About the Role
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.
Responsibilities
- 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
Requirements
- 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 aligned with our culture and Core Values
- Intermediate level proficiency with Microsoft Word, Excel, Teams, and Outlook
- Must be eligible to work in the US without sponsorship now or in the future
Qualifications
- 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.
Schedule
Monday – Friday, 9:00 AM – 6:00 PM. Hybrid schedule: in office a minimum of 2 days per week (training will require up to 5 days per week in the office for at least 8 weeks, depending on progress).
Location: 922 Walnut St, Kansas City, Missouri 64106. Time Type: Full time.
Pay
Hourly: $21.40 – $31.50 (amount based on relevant experience, skills, and competencies).
Benefits
- Employer sponsored health, dental, and vision insurance
- 401(k)
- Life insurance
- Paid vacation
- Paid personal time
- Career development
- Education assistance
- Voluntary supplemental benefits