Customer Care Quality Assurance Analyst

Commerce Bank•Saint Louis, MO

2d•Hybrid

About The Position

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.

Requirements

Basic knowledge of compliance and security procedures
Basic ability to explain bank policies, procedures and/or regulations
Strong knowledge of internal help desk, or ability to learn
Ability to maintain a high level of customer satisfaction
Ability to work in a high paced environment and maintain stable performance
Strong data entry skills
Ability to maintain 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
Basic level proficiency with Microsoft Word, Excel and Outlook
Must be eligible to work in the U.S. without sponsorship now or in the future

Nice To Haves

Associate’s degree in Business Administration or equivalent combination of education and experience required
1+ year related customer service experience preferred
Retail banking call center experience preferred

Responsibilities

Respond to general information inquiries from different mailboxes and/or servicing needs on deposit products and consumer loans within the service level agreement timeframe
Process basic paperwork, computer entries and follow-up with customer to ensure issue resolution
Support basic inquiries received via live chat, email or telephone
Remain current with product knowledge and administrative requirements through trainings
Identify and escalate requests as appropriate
Serve as subject matter expert for at least one skill and assist with help desk calls as needed
Perform other duties as assigned