Customer Support Specialist - CCS

Essential Functions

• Assist with low to medium complexity resolution issues with heightened customer focus

• Answer inbound phone calls from customers and third parties

• Open, review, and resolve cases through case management

• Process account maintenances through various applications

• Provide a high level of customer service through various communication channels and meet accuracy and timeliness measures

• Adapt communication style based on engagement and audience

• Research and determine next action steps to resolving inquiries

• Resolve customer questions or concerns promptly

• Document inquiries in Salesforce case management system (Insight 360)

• Provide technical support for enhanced security password resets

• Provide new customers with technical assistance with Commerce Connections and connecting applications

• Review, verify, and escalate missing data and data files with the appropriate department

• Resolve customer issues with Clover point of sale hardware and platform

• Assist callers with debit/credit card reissue through TSYS mainframe, and TCI platform

• Perform other duties as assigned

Knowledge, Skills & Abilities Required

• Basic knowledge of bank operations

• Excellent customer service skills

• Ability to learn new processes quickly and critical thinking skills

• Ability to learn and understand extended Commerce systems, platforms, and products

• Ability to work off-shifts as necessary

• 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

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

Education & Experience

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

• 1+ year financial services or related experience required

• 1+ years customer service experience required

*Hybrid Schedule: In office 2 days per week. Training will be up to 5 days a week in office for up to 6 weeks.

***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 Customer Support Specialist I – CCS,  Customer Support Specialist II - CCS and Senior Customer Support Specialist - CCS job and contemplates a wide range of factors that are considered in determining most appropriate job level and 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 $19.00 to $27.65 per hour.

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