Supervisor, Customer Care Support

Commerce Bank • Saint Louis, MO • 1h ago

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 160 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

Annual Salary: $54,500.00 - $73,000.00 (Amount based on relevant experience, skills, and competencies.)

About This Job

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.

Essential Functions

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

Work Schedule

9:30 a.m. - 6:00 p.m., with rotating weekends, as well as some traditional and non-traditional holidays

Knowledge, Skills & Abilities Required

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

Education & Experience

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

LI-Hybrid

The candidate selected for this position may be eligible for the following employment benefits: employer sponsored health, dental, and vision insurance, 401(k), life insurance, paid vacation, and paid personal time. In addition, we offer career development, education assistance, and voluntary supplemental benefits. Click here (https://careers.commercebank.com/us/en/benefits) to learn more.

Location: 1045 Executive Pkwy, St. Louis, Missouri 63141

Time Type:

Full time

Commerce Bank has been awarded numerous awards for our company culture. We have been included on distinguished lists such as Forbes' Best Midsized Employers, Forbes' Best Employers for Women, and Korn Ferry's Engaged Performance Award. You'll see the difference for yourself when you join the team.

Why Commerce? (https://www.commercebank.com/careers/about-commerce) Inclusion at Commerce How to Join Our Team (https://www.commercebank.com/careers/how-to-join-our-team)

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Equal Opportunity Employer

Commerce Bank is proud to be an Equal Employment Opportunity employer and believes that every individual should have the opportunity to work at a job for which he, she or they qualifies. We celebrate diversity and do not discriminate based on race, color, ancestry, ethnicity, gender identity, gender expression, sex, sexual orientation, disability (including physical or mental handicap), age, veteran status, military status, national origin, religion, pregnancy status, marital status, genetic information, or any other status protected by applicable federal, state or local law.

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