Customer Support Specialist I - CCS Treasury

Commerce Bank • Kansas City, MO

418d • $37,440 - $43,992

About The Position

The Commercial Card Customer Support Specialist plays a crucial role in providing technical system support for all Commercial activities within the Operations Division. This position focuses on resolving customer issues, offering training support, and ensuring a high level of customer service across various communication channels. The specialist is empowered to take corrective measures to enhance customer satisfaction and streamline operations.

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

Nice To Haves

• Moderate level of proficiency with Microsoft Word, Excel and Outlook

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

Benefits

• Employer sponsored health, dental, and vision insurance
• 401(k)
• Life insurance
• Paid vacation
• Paid personal time
• Career development
• Education assistance
• Voluntary supplemental benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Personal and Laundry Services
• Education Level: Associate degree