Manager, Account Services - Card Support

Commerce Bank•Kansas City, MO

3d•Hybrid

About The Position

The main purpose of this role is to provide strategic leadership for the Card Support and Booking teams serving Commercial Contract and Business Card clients. This position oversees daily operations, performance reporting, and employee development while ensuring a high-quality customer experience and collaborating with cross-functional teams to meet service level agreements throughout the application and onboarding process.

Requirements

Strong knowledge of the of commercial card products, dispute processes, and account services- including Reg Z and Reg E compliance – along with knowledge of best practices
Proven ability to communicate critical information clearly and effectively across all levels, including senior management and branch networks
Ability to identify efficiencies, streamlining workflows, and driving continuous improvement
Strong knowledge of industry regulations and third-party platforms used in dispute management
Strong critical thinking skills with the ability to apply discretion and sound judgement to efficiently and effectively solve problems
Ability to drive results and balance management of organizational risk and meeting goals of the business
Strong leadership skills with ability to motivate team members and foster a positive team environment that gives way to collaboration and unified goals
Outstanding interpersonal and relationship building skills with the ability to effectively communicate with all levels of the company, clearly expressing ideas and concepts both verbally and in writing
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
Intermediate level proficiency with Microsoft Word, Excel, Teams and Outlook, comfortable with case management systems and reporting tools
Bachelor’s degree in Business Administration, Finance, or a related field or equivalent combination of education and experience required
6+ years financial services, operations, or account servicing preferred experience required
3+ years leadership/supervisory experience in a fast-paced, customer focused environment required

Nice To Haves

Experience working with regulatory frameworks such as Reg Z and Reg E preferred

Responsibilities

Lead and develop the Card Support and Booking teams, aligning daily operations with departmental strategy
Resolve escalated issues and serve as a subject matter expert in account services
Oversee application reviews and customer onboarding processes, ensuring resolutions are delivered accurately and on time
Commitment to delivering high-quality service and resolving escalated issues with professionalism and urgency
Drive process improvements to boost efficiency, accuracy, and customer satisfaction
Collaborate with cross-functional teams to meet service level agreements and regulatory standards
Ensure compliance with internal policies and industry regulations
Lead, mentor and motivate team members to implement the department strategy and manage department workflow with guidance on departmental projects/issues, and provide coaching and development opportunities appropriate to each direct report's individual needs
Perform all necessary management functions, including hiring, evaluations, annual increase allocations and disciplinary action as required
Communicate decisions, priorities and relevant information to team members effectively
Support budget management, planning and expenditure
Perform other duties as assigned