Customer Support Specialist - Treasury

Commerce Bank•Kansas City, MO

1d•$21 - $32•Hybrid

About The Position

The Customer Support Specialist provides technical system support for commercial activities that cross department boundaries within the Operations Division. The role takes corrective measures to resolve customer problems and provides hotline training support for network and mainframe computer systems serviced by Treasury Services Operations and other operational departments. The specialist assists customers with inquiries through phone and case-management channels, processes account maintenance, researches issues, and provides technical support for Commerce systems and products. The position is hybrid, with a minimum of two in-office days per week. Training requires up to five days per week in the office for at least eight weeks, depending on progress. The schedule is Monday through Friday, 9:00 AM to 6:00 PM. The role may require off-shift work as necessary. Candidates must be eligible to work in the United States without current or future sponsorship.

Requirements

Associate’s degree or an equivalent combination of education and experience.
At least 1 year of financial services or banking experience.
At least 1 year of customer service experience in a call center or relationship management.
Basic knowledge of bank operations.
Excellent customer service skills.
Ability to learn new processes quickly and apply critical thinking skills.
Ability to learn and understand Commerce systems, platforms, and products.
Ability to work off-shifts as necessary.
Organized, self-starting, and attentive to detail, with the ability to manage multiple priorities.
Inquisitive, adaptable, and a strong team player with excellent written, verbal, and interpersonal communication skills.
Ability to remain adaptable and resilient with an optimistic outlook aligned with the company’s culture and Core Values.
Intermediate proficiency with Microsoft Word, Excel, Teams, and Outlook.
Must be eligible to work in the United States without sponsorship now or in the future.

Nice To Haves

Financial services experience with wires and ACH systems.

Responsibilities

Assist with low- to medium-complexity resolution issues while maintaining a heightened focus on customers.
Answer inbound phone calls from customers and third parties.
Open, review, and resolve cases through case management.
Process account maintenance through various applications.
Provide customer service through multiple communication channels and meet accuracy and timeliness measures.
Adapt communication style to the engagement and audience.
Research inquiries and determine next steps toward resolution.
Resolve customer questions or concerns promptly.
Document inquiries in the Salesforce case management system (Insight 360).
Provide technical support for enhanced-security password resets.
Provide new customers with technical assistance using Commerce Connections and connecting applications.
Review, verify, and escalate missing data and data files to the appropriate department.
Resolve customer issues involving Clover point-of-sale hardware and platform.
Assist callers with debit or credit card reissues through the TSYS mainframe and TCI platform.
Perform other duties as assigned.