Supervisor, Customer Care Emerging Channels

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

Annual Salary: $62,000.00 - $73,000.00 (Amount based on relevant experience, skills, and competencies.)

About This Job

The main purpose of this job is to act as a subject matter expert and liaison to build a partnership with internal business line partners and potential new clients

Essential Functions

• Act as a subject matter expert and liaison to build a partnership with internal business line partners and potential new clients

• Lead small department projects as assigned

• Monitor phone calls and/or e-mail responses of employee customer interactions and provide coaching to recognize excellent performance and/or identify improvement opportunities

• 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 ir should be handled by another level of management or department 

• Log and report escalated calls to designated area for further tracking and reporting

• Monitor and control overtime and miscellaneous expenditures to remain within departmental budget  

• Review and approve fee refund requests processed by representatives

• Maintain and periodically monitor transaction completion processes to assure documentation and information provided to callers meets regulatory and pricing standards

• Conduct regularly scheduled performance reviews and coaching sessions

• Identify and schedule training opportunities for customer service, product solutions, and/or technical skills as needed. 

• Plan and implement development activities to prepare agents for future supervisory responsibilities within the programs available

• 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

Knowledge, Skills & Abilities Required

• Strong knowledge of the retail banking processes and procedures including knowledge of best practices

• Strong customer service skills

• 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

• Basic level proficiency with Microsoft Word, Excel, Teams and Outlook

Education & Experience

• Associate’s degree in Business Administration or equivalent combination of education and experience required

• 3+ years Customer service/sales experience required

• 1+ years leadership experience required

***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 Supervisor, Customer Care Emerging Channel 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 diff