Customer Service Representative (2nd Shift)

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. 

About This Job

The Customer Service Associate position provides a high level of customer service and support to our customers.  They are trained to resolve customer inquiries on bank products, policies, regulations, and procedures via phone, live chat, or email.  

How we’ll support you: 

• Training and one-on-one coaching from our Leadership team who is invested in your success. 

• Ongoing professional development to deepen your skills. 

• Building your career through our defined career path or by exploring new opportunities.  

• Continuous learning opportunities, such as core banking products, services, processes and Commerce culture concepts. 

• Growing your network to maximize your professional and personal development through our employee resource groups.  

What we offer: 

• Benefits - Medical, Dental, Vision, Health Savings, Flexible Spending Accounts and more!

• 401(k) and retirement education resources 

• Flexible schedules 

• Paid banking holidays, vacation, sick and personal time 

• Employee discounts and tuition reimbursement 

• 10% Shift differential for evening schedules

• Pay differential for proven Spanish/English speaking bilingual associates  

• Paid training for 4 weeks (must be able to attend) 

Essential Functions

• Provide a high level of customer service and support to external customers

• Support inquiries received via live chat, email or telephone

• Authenticate callers to ensure our customers and the bank are protected from fraud attempts and take additional steps to mitigate risk if needed

• Research information and complete data entry to note customer interaction results

• Identify and escalate appropriate requests

• Remain current with product knowledge and administrative requirements through training

• Perform other duties as assigned

Work Schedule:

***Please note, training is 8:00am - 5:00pm or noon - 8:30pm, Monday - Friday for 4 weeks prior to moving to 2nd shift schedule.

• 1:30pm - 10:00pm, Monday - Friday and every other Saturday, or

• 3:30pm - Midnight, Monday - Friday and every other Saturday  

• All 2nd Shift employees receive a 10% shift differential

Knowledge, Skills & Abilities Required

• Basic product knowledge

• Basic ability to explain bank policies, procedures and/or regulations

• Basic ability to assess customer needs and recommend alternative products or services; refer to other departments when appropriate

• Ability to maintain a high level of customer satisfaction

• Ability to meet department efficiency and quality standards within 90 days

• Ability to establish quick rapport with customers, actively listen, respond promptly with correct information

• Ability to work in a high paced environment and maintain stable performance