Senior Product Support Specialist - Consumer Lending

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

About This Job
The main purpose of this job is to execute on key risk mitigation and operational business initiatives to improve the overall performance of the Consumer Credit Card line of business.

Essential Functions

• Collaborate with internal and external business partners to execute, evaluate and recommend improvements for portfolio risk management strategies, and ensure those strategies meet regulatory requirements while mitigating risk exposure for the Consumer Credit Card portfolio

• Operate as the line of business liaison for operational business partners and foster a collaborative working relationship for achieving shared business goals.  Internal business partners will include but are not limited to Bankcard Systems, Loss Containment, Fraud & Security, Customer Care Center and Service & Support.  External business partners will include but are not limited to Card Networks, Credit Bureaus, and Other Service Providers

• Facilitate changes to pricing, terms, and/or processes at the portfolio, product and account level.  Ownership of this function will begin from project initiation to completion by defining clear project goals, setting timelines, identifying risks, addressing challenges and providing clear and consistent communication to all stakeholders on project deliverables

• Evaluate and address the impact of customer issues at the portfolio, product and account level.  Perform and thoroughly document a root cause analysis and recommend strategic solutions for resolving those issues to prevent future recurrences

• Manage card stock and card technology to ensure cards are equipped with the most up to date contactless and contact technologies, and that inventory levels are optimal

• Ensure key initiatives within area of responsibility are connected to and are having a positive impact on the department KPIs and align with business goals

• Address customer impact issues and achieve satisfactory resolution as they arise throughout the course of day-to-day business activities

• Own customer journey strategies including efforts to reduce friction and pain points, as well as efforts to meet customer expectations and a changing competitive environment

• Leverage customer experience best practices, trends, customer feedback, and business needs to develop initiatives

• Ensure organizational and business process changes resulting from systems and product enhancements, as well as audit reviews and responses, are fully documented.  This includes appropriate communication to frontline staff 

• Perform other duties as assigned

Knowledge Skills & Abilities Required

• Strong understanding of underlying business systems and functionality

• Strong understanding of expense and revenue drivers as they relate to banking

• Project organization and coordination skills

• Ability to curate communications to ensure effectiveness and alignment with industry best practices and brand standards

• Strong critical thinking skills with the ability to effectively solve problems

• 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

• Intermediate proficiency with Microsoft Word, Excel, Teams, and Outlook  

Education & Experience

• Bachelor’s degree in business, communications, marketing, or relevant area of study or equivalent combination of education and experience required

• 5+ years banking experience required

• 3+ years of related product and/or marketing experience preferred

**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 Senior Product Support Specialist – Consumer Lending 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 $29.90 to $35.00 per hour.

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.

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