Senior Customer Support Training Specialist - Bank Operations
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locations
MO - Kansas City Downtown/Plaza - Kansas City - KC Downtown Trust Building (922 Walnut) (64106)
time @type
Full time
posted on
Posted Today
job requisition id
38303
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
Hourly: $26.70 - $31.50 (Amount based on relevant experience, skills, and competencies.)
About This Job
Commerce Bank is seeking a dynamic, service-focused, and technically proficient professional to join our Commercial Customer Support (CCS) team as a Trainer. In this role, you will help design, develop, and deliver engaging training programs that support both client-facing and operational team members across multiple business units. The CCS Trainer partners with leaders and subject matter experts to ensure employees have the knowledge, skills, and resources needed to successfully navigate processes, systems, and evolving business needs while delivering exceptional customer experience.
Essential Functions
Participate in hands-on call and email processing to build operational proficiency and subject matter expertise that support effective coaching and training
Perform call evaluations and shadowing sessions to measure proficiency, reinforce training objectives, and address knowledge gaps through targeted coaching and refresher training
Maintain a strong understanding of operational procedures, products, systems, and regulatory requirements to ensure training content remains accurate, relevant, and compliant
Create, update, and deliver engaging training materials, job aids, reference guides, and learning resources to support operational processes, systems, products, and regulatory requirements
Facilitate onboarding, instructor-led, virtual, and hands-on training actives that support learning completion, knowledge retention, skill development, and confidence in role performance
Partner with leaders and subject matter experts to identify training needs, develop learning solutions, and align training initiatives with business objectives and customer experience goals
Monitor training effectiveness and performance outcomes to identify trends, drive continuous improvement, and support ongoing employee development through targeted training and change management efforts
Collaborate across departments to support organizational initiatives, process changes, system implementations, and other projects requiring training and knowledge transfer
Perform other duties as assigned
Work Schedule:
Monday - Friday: 8:00 AM - 5:00 PM
Could vary periodically due to assignment (ie: 7:30 AM - 4:30 PM), day shift only
Knowledge, Skills & Abilities Required
Proven ability to lead presentations, facilitate discussions and deliver training to large and small groups in virtual and in-person settings
Ability to apply training methodology principles to develop, facilitate, and evaluate learning activities that support employee proficiency, knowledge retention, and operational performance
Ability to collaborate and build trust with leadership and other stakeholders
Ability to quickly learn, adapt to, and utilize business applications and technology solutions to support training effectiveness, process improvement, and team member development
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 level proficiency with Microsoft Word, Excel, Teams, and Outlook
Education & Experience
Bachelor's degree or equivalent combination of education and experience required
3+ years training methodology experience required
2+ years financial services experience required
2+ years of call center training experience required
2+ years of experience in training design and development preferred
LI-MC1
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: 922 Walnut St, Kansas City, Missouri 64106
Time Type:
Full time
About Us
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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