Customer Service Specialist - Capital Markets Group

Commerce Bank•Kansas City, MO

1d•Onsite

About The Position

The main purpose of this job is to provide support to the Capital Markets Group (CMG) and the Correspondent Banking Division. This role involves monitoring customer inboxes and phone lines, responding to client and internal inquiries, and managing new customer account onboarding and maintenance. The specialist will also look for process improvements, ensure compliance with policies and procedures, act as a subject matter expert on customer documents and Anti-Money Laundering requirements, and perform daily administrative functions for the CMG department. Additionally, the role includes responsibilities related to daily overdraft, large, and fraud item processes, and researching daylight overdrafts.

Requirements

Basic customer service knowledge, including knowledge of best practices
Strong verbal and written communication skills
Strong attention to detail and accuracy
Working knowledge of various software applications (Adobe Writer, DocuSign, etc.)
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 ODBC Queries, Microsoft Word, Excel, Teams, and Outlook
Bachelors degree in a related field or equivalent combination of education and experience
1+ years financial services and/or customer service experience required

Responsibilities

Monitor multiple customer Outlook resource inboxes and incoming customer phone lines.
Respond to client and internal calls, emails, questions, and/or concerns within standard service level agreements (SLA’s).
New customer account onboarding/account maintenance for CMG and Correspondent Banking customers.
Look for ways to streamline processes and enhance the customer experience.
Regular follow-ups with customers to authenticate/ensure policies and procedures are followed and in line with compliance requirements
Act as subject matter expert on customer documents and Anti-Money Laundering requirements for account servicing
InTrader new customer account builds and account maintenance for existing customers.
Regular AML report generations and screenings (OFAC, CIP, FIS, CIA for Beneficial Ownership, etc)
Coordinate with internal partners across the bank as it pertains to customer accounts, paperwork, and maintenance
Daily/regular administrative functions to support the CMG department (E-Confirms, mail, regulatory verification letters, closed DDA’s, mass mailings, etc.)
Responsible for daily overdraft, large, and fraud item process.
Research daylight overdrafts by utilizing InTrader data.
Perform other duties as assigned