Customer Support Specialist - CCS

Commerce Bank•Kansas City, MO

6d•$19 - $25•Hybrid

About The Position

The main purpose of this job is to assist different lines of business by performing various job functions on an as needed basis. The work schedule is Monday - Friday 9:00 AM - 6:00 PM, with the first 6 weeks of training potentially being 8:00 AM - 4:30 PM. This role involves assisting with low to medium complexity resolution issues with a heightened customer focus, answering inbound phone calls, and resolving cases through case management. It also includes processing account maintenances, providing high-level customer service, adapting communication styles, researching inquiries, and documenting interactions in Salesforce. Additionally, the role provides technical support for password resets and new customers connecting to Commerce Connections, reviews and escalates missing data, resolves issues with Clover point of sale hardware and platform, and assists callers with debit/credit card reissues.

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 that is aligned with our culture and Core Values
Moderate level of proficiency with Microsoft Word, Excel and Outlook
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

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