Senior Supervisor, Customer Support

Commerce Bank

101d • $70,500 - $83,000

About The Position

The main purpose of this job is to oversee the daily operations, reporting and tracking, supervision and coaching of employees, for the Support teams in Commercial Customer Support and Bankcard Security Service Center. The role involves developing and completing projects resulting from changes in technology or new services offered to customers, determining and executing upon strategic initiatives through process improvements, and participating in business committee meetings. The supervisor will review budget and budget variance at the team level periodically, provide recommendations to senior leadership for best practices, and oversee department workflow while effectively communicating decisions, priorities, and relevant information to team members. Additionally, the supervisor will provide guidance to employees on departmental projects/issues, coach and develop training plans, lead development conversations, and answer day-to-day questions for team members. The position requires understanding the functions of the department and the impact of results, as several processes are driven by various regulations and tend to be time sensitive. The supervisor will also participate in meetings with leadership across business lines surrounding key performance metrics, review and deliver weekly and/or monthly associate scorecards, and work directly with vendors and third-party applications to escalate customer issues and service tickets. Intraday workforce management to maximize phone and email coverage to meet service level agreements is also part of the role.

Requirements

• Strong knowledge of commercial banking operations, including payments and fraud disputes.
• Intermediate knowledge of the treasury payments industry.
• Strong customer service skills.
• Self-starter with strong decision-making skills.
• Ability to effectively communicate and interact with all levels of the company.
• Ability to develop and coach team members.
• Proven ability to achieve results through collaboration and teamwork.
• Ability to remain adaptable and resilient to all situations.
• Basic level proficiency with Microsoft Word, Excel, Teams, and Outlook.

Nice To Haves

• Banking and Commercial banking experience preferred.

Responsibilities

• Oversee daily operations of the Support teams in Commercial Customer Support and Bankcard Security Service Center.
• Develop and complete projects resulting from changes in technology or new services offered to customers.
• Determine and execute upon strategic initiatives through process improvements.
• Participate in business committee meetings.
• Review budget and budget variance at the team level periodically.
• Provide recommendations to senior leadership for best practices.
• Oversee department workflow and communicate decisions, priorities, and relevant information to team members.
• Provide guidance to employees on departmental projects/issues.
• Coach and develop training plans for team members.
• Lead development conversations and answer day-to-day questions for team members.
• Understand the functions of the department and the impact of results.
• Participate in meetings with leadership across business lines surrounding key performance metrics.
• Review, update, and deliver weekly and/or monthly associate scorecards.
• Review, update, and deliver monthly team scorecards to Bank Operations leadership.
• Work directly with vendors and third-party applications to escalate customer issues and service tickets.
• Manage intraday workforce to maximize phone and email coverage to meet service level agreements.
• Perform other duties as assigned.

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: Associate degree
• Number of Employees: 1,001-5,000 employees