Senior Product Support Specialist - Consumer Lending

Commerce Bank

113d • $29 - $35

About The Position

The main purpose of this job is to execute on key risk mitigation and operational business initiatives to improve the overall performance of the Consumer Credit Card line of business. Collaborate with internal and external business partners to execute, evaluate and recommend improvements for portfolio risk management strategies, and ensure those strategies meet regulatory requirements while mitigating risk exposure for the Consumer Credit Card portfolio. Operate as the line of business liaison for operational business partners and foster a collaborative working relationship for achieving shared business goals. Internal business partners will include but are not limited to Bankcard Systems, Loss Containment, Fraud & Security, Customer Care Center and Service & Support. External business partners will include but are not limited to Card Networks, Credit Bureaus, and Other Service Providers. Facilitate changes to pricing, terms, and/or processes at the portfolio, product and account level. Ownership of this function will begin from project initiation to completion by defining clear project goals, setting timelines, identifying risks, addressing challenges and providing clear and consistent communication to all stakeholders on project deliverables. Evaluate and address the impact of customer issues at the portfolio, product and account level. Perform and thoroughly document a root cause analysis and recommend strategic solutions for resolving those issues to prevent future recurrences. Manage card stock and card technology to ensure cards are equipped with the most up to date contactless and contact technologies, and that inventory levels are optimal. Ensure key initiatives within area of responsibility are connected to and are having a positive impact on the department KPIs and align with business goals. Address customer impact issues and achieve satisfactory resolution as they arise throughout the course of day-to-day business activities. Own customer journey strategies including efforts to reduce friction and pain points, as well as efforts to meet customer expectations and a changing competitive environment. Leverage customer experience best practices, trends, customer feedback, and business needs to develop initiatives. Ensure organizational and business process changes resulting from systems and product enhancements, as well as audit reviews and responses, are fully documented. This includes appropriate communication to frontline staff. Perform other duties as assigned.

Requirements

• Bachelor’s degree in business, communications, marketing, or relevant area of study or equivalent combination of education and experience required.
• 5+ years banking experience required.
• 3+ years of related product and/or marketing experience preferred.
• Strong understanding of underlying business systems and functionality.
• Strong understanding of expense and revenue drivers as they relate to banking.
• Project organization and coordination skills.
• Ability to curate communications to ensure effectiveness and alignment with industry best practices and brand standards.
• Strong critical thinking skills with the ability to effectively solve problems.
• 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.

Responsibilities

• Collaborate with internal and external business partners to execute, evaluate and recommend improvements for portfolio risk management strategies.
• Operate as the line of business liaison for operational business partners.
• Facilitate changes to pricing, terms, and/or processes at the portfolio, product and account level.
• Evaluate and address the impact of customer issues at the portfolio, product and account level.
• Manage card stock and card technology to ensure cards are equipped with the most up to date contactless and contact technologies.
• Ensure key initiatives within area of responsibility are connected to and are having a positive impact on the department KPIs.
• Address customer impact issues and achieve satisfactory resolution as they arise.
• Own customer journey strategies including efforts to reduce friction and pain points.
• Leverage customer experience best practices, trends, customer feedback, and business needs to develop initiatives.
• Ensure organizational and business process changes resulting from systems and product enhancements are fully documented.

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: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees