Supervisor, Customer Care Support

Commerce Bank

2d•Hybrid

About The Position

The main purpose of this job is to directly manage a team responsible for fulfilling service requests received/ gained through inbound or outbound calls, web cat and or emails from Bank customers.

Requirements

Strong knowledge of the retail products and services, including best practices
Ability to develop and coach team members with proven ability to achieve results through collaboration and teamwork
Self-starter with strong decision-making skills and the ability to effectively communicate and interact 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
Associate degree in Business Administration or equivalent combination of education and experience required
3+ years customer service/sales experience required
1+ years leadership experience required

Responsibilities

Utilize a variety of tools to monitor employee’s customer interactions and provide coaching to recognize excellent performance and/or identity improvement opportunities
Conduct regularly scheduled performance reviews and coaching sessions
Identify and schedule training opportunities for customer service, product solutions and/or technical skills
Plan and implement development activities to prepare agents for future supervisory responsibilities within the programs available
Accept and respond to escalated customer call issues that require management intervention and/or fraud mitigation actions by directly resolving the issue or determine if the call should be handled by another level of management or department
Log and report escalated calls to designated area for future tracking and reporting
Monitor and control overtime and miscellaneous expenditures to remain within department budget
Review and approve fee refund requests processed by representatives
Maintain and periodically monitor transactions completion process to assure documentation and information provided to callers meets regulatory and pricing standards
Oversee department workflow and effectively communicate decisions, priorities, and relevant information to team members
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
Perform other duties as assigned