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

Hourly: $25.70 - $30.30 (Amount based on relevant experience, skills, and competencies.)

About This Job

The main purpose of this job is to lead assigned projects to improve and/or implement new processes to effectively manage fraud mitigation in the Commercial Customer Care Center.

Work Schedule: Monday - Friday, 8:00am - 5:00pm

Essential Functions

Lead assigned projects to improve and/or implement new processes to effectively manage fraud mitigation in the Commercial Customer Care Center

Assist the department with projects by leading or co-leading initiatives to improve the team performance and customer experience

Provide daily reports requested by management

Monitor and respond to assigned emails within the timeframe as determined by department expectations

Serve as a backup for supervisor coverage as needed

Facilitate team meetings

Attend interview sessions and assist with questions and assessment of candidates

Attend meetings within Bank Operations to collaborate on projects and initiatives that impact the department

Perform other duties as assigned

Knowledge, Skills & Abilities Required

Advanced understanding of social engineering, account take-over strategies, and various types of scams perpetrated against retail banking customers

Ability to effectively communicate and interact with all levels of the company, clearly expressing ideas and concepts, both verbally and in writing

Ability to provide coaching and serve as a mentor to team members

Strong critical thinking skills with the ability to apply discretion and sound judgement to efficiently and effectively solve problems

Motivated and organized self-starter with strong attention to detail and the ability to manage multiple priorities

Critical thinking skills

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

Moderate level of proficiency with Microsoft Word, Excel and Outlook.

Education & Experience

Bachelor’s degree or equivalent combination of education and experience required

3+ years financial services or related experience required. 

4+ years customer service experience required

Informal leadership experience, preferred

**Hybrid Schedule: In office 2 days per week

***For individuals applying, assigned and/or hired to work in areas with pay transparency requirements, Commerce is required by law to include a reasonable estimate of the compensation range for some roles.  This compensation range is for the Lead Customer Support Specialist - CCS  job and contemplates a wide range of factors that are considered in making compensation decisions, including but not limited to location, skill sets, education, relevant experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate has not been adjusted for any applicable differentials (geographic, bilingual, or shift) that could be associated with the position or where it is filled. At Commerce, compensation decisions are dependent on the facts and circumstances of each situation. A reasonable estimate of the current base pay is $25.70 to $30.30 per hour.

#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 to learn more.

Location: 811 Main St, Kansas City, Missouri 64105

Time Type:

Full time