Manager, Account Services - Card Support

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: $80,000.00 - $94,500.00 (Amount based on relevant experience, skills, and competencies.)

About This Job

The main purpose of this role is to provide strategic leadership for the Card Support and Booking teams serving Commercial Contract and Business Card clients. This position oversees daily operations, performance reporting, and employee development while ensuring a high-quality customer experience and collaborating with cross-functional teams to meet service level agreements throughout the application and onboarding process.

Essential Functions

• Lead and develop the Card Support and Booking teams, aligning daily operations with departmental strategy

• Resolve escalated issues and serve as a subject matter expert in account services

• Oversee application reviews and customer onboarding processes, ensuring resolutions are delivered accurately and on time

• Commitment to delivering high-quality service and resolving escalated issues with professionalism and urgency

• Drive process improvements to boost efficiency, accuracy, and customer satisfaction

• Collaborate with cross-functional teams to meet service level agreements and regulatory standards

• Ensure compliance with internal policies and industry regulations

• Lead, mentor and motivate team members to implement the department strategy and manage department workflow with guidance on departmental projects/issues, and provide coaching and development opportunities appropriate to each direct report's individual needs

• Perform all necessary management functions, including hiring, evaluations, annual increase allocations and disciplinary action as required

• Communicate decisions, priorities and relevant information to team members effectively

• Support budget management, planning and expenditure

• Perform other duties as assigned

Knowledge, Skills & Abilities Required

• Strong knowledge of the of commercial card products, dispute processes, and account services- including Reg Z and Reg E compliance – along with knowledge of best practices

• Proven ability to communicate critical information clearly and effectively across all levels, including senior management and branch networks

• Ability to identify efficiencies, streamlining workflows, and driving continuous improvement

• Strong knowledge of industry regulations and third-party platforms used in dispute management

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

• Ability to drive results and balance management of organizational risk and meeting goals of the business

• Strong leadership skills with ability to motivate team members and foster a positive team environment that gives way to collaboration and unified goals

• Outstanding interpersonal and relationship building skills with the ability to effectively communicate 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, comfortable with case management systems and reporting tools 

Education & Experience

• Bachelor’s degree in Business Administration, Finance, or a related field or equivalent combination of education and experience required

• 6+ years financial services, operations, or account servicing preferred experience required

• 3+ years leadership/supervisory ex