Supervisor, Customer Support (BankCard Fraud)

About Working at Commerce 

Building a career here is more than just steps on a ladder. It’s about helping people find financial safety and success, helping businesses thrive, and making sure people and their money are taken care of. And our commitment doesn’t stop there. Our culture is about our people, the ones in our communities and the ones that work with us.  

Here, you’ll find opportunities to grow and learn, to connect with others, and build relationships with the people around you. You’ll have the space and resources to grow into the best version of yourself. Because our number one investment is you.

Creating an award-winning culture doesn't come easy. And after more than 155 years, we know Commerce Bank is only at its best when our people are. If this sounds interesting to you, keep reading and let’s talk. 

Compensation Range

Essential Functions

• 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

• Accurately process financial adjustments with approvals

• Provide support and serve as point of contact for the Customer Advocacy Program through research and resolution of customer complaints and escalated phone calls

• Maintain and modify departmental policies and procedures to consistently ensure compliance with CFPB and Federal Regulators

• Assist in preventing or limiting financial losses and monitor accuracy and production goals of each area

• Collaborate with team members and other internal departments for process improvement or issue resolution

• Work with department management to deliver weekly reports

• Perform other duties as assigned

Knowledge, Skills & Abilities Required

• Strong knowledge of the accounting field

• Ability to manage various projects, deadlines, and demands simultaneously

• Strong analytical and organizational skills

• Excellent customer service skills and ability to research answers and solutions

• Ability to maintain a high degree of confidentiality

• 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

• …