Senior Product Support Specialist - Consumer Lending

Commerce Bank•Kansas City, MO

37d•$30 - $35•Hybrid

About The Position

The main purpose of this job is to execute key growth initiatives aimed at acquiring new accounts across channels that attracts a mix of customers and prospects to enhance the performance of our Consumer Credit Card line of business.

Requirements

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 with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values
Intermediate proficiency with Microsoft Word, Excel, Teams, and Outlook
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

Responsibilities

Develop and execute high-impact acquisitions marketing campaigns across our multiple channels, including but not limited to preapproved acquisitions direct mail program and paid digital marketing campaigns
Optimize Consumer Credit Card webpages to enhance product awareness and support integrated search and digital marketing strategies
Incorporate credit risk considerations into acquisitions marketing campaigns
Collaborate closely with external and internal partners and coordinate cross-functional efforts when developing and executing acquisition marketing campaigns
Build compelling creative assets aligned with product positioning in partnership with internal and external partners
Monitor and analyze campaign performance to improve response and approval rates, cost per account, and new account growth
Build business cases for new offers and marketing initiatives based on data-driven insights
Forecast, measure, and report KPIs for acquisition campaigns
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