Customer Support Specialist I - CCS

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 more than 155 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 RangeHourly: $18.00 - $21.15 (Amount based on relevant experience, skills, and competencies.)About This JobThe Commercial Card Customer Support Specialist p erforms technical system support for all Commercial activities that cross department boundaries within the Operations Division. They are e mpowered to 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

Perform other duties as assigned

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: Monday - Friday 9:00am-6:00pmKnowledge, 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

Moderate level of proficiency with Microsoft Word, Excel and Outlook

Education & Experience

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

1+ year financial services or related experience required

1+ years customer service experience required

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 – CCS 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 18.00 to 21.15 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 (https://careers.commercebank.com/us/en/benefits) to learn more.#LI-HybridLocation: 811 Main St, Kansas City, Missouri 64105Time Type:Full timeCommerce Bank has been awarded numerous awards for our company culture. We have been included on distinguished lists such as Forbes’ Best Midsized Employers, Forbes’ Best Employers for Women, and Korn Ferry’s Engaged Performance Award. You’ll see the difference for yourself when you join the team.Why Commerce? (https://www.commercebank.com/careers/about-commerce) Inclusion and Diversity at Commerce How to Join Our Team (https://www.commercebank.com/careers/how-to-join-our-team) Want to be notified of positions that fit your preferences? Follow these easy steps:

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Equal Opportunity Employer

Commerce Bank is proud to be an Equal Employment Opportunity employer and believes that every individual should have the opportunity to work at a job for which he, she or they qualifies. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, gender, gender identity, gender expression, veteran status, disability status, or any other applicable characteristics protected by law.