Senior Supervisor, Customer 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: $70,500.00 - $83,000.00 (Amount based on relevant experience, skills, and competencies.)

About This Job

The main purpose of this job is to oversee the daily operations, reporting and tracking, supervision and coaching of employees, for the Support teams in Commercial Customer Support and Bankcard Security Service Center.

Essential Functions

• Develop and complete projects resulting from changes in technology or new services offered to customers

• Determine and execute upon strategic initiatives through process improvements

• Participate in business committee meetings

• Review budget and budget variance at the team level periodically

• Provide recommendations to senior leadership for best practices

• 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

• Understand the functions of the department and impact of results.  Several processes are driven by various regulations and tend to be time sensitive.

• Participate in meetings with leadership across business lines surrounding key performance metrics

• Review, update, and deliver weekly and/or monthly associate scorecards

• Review, update, and deliver monthly team scorecards to Bank Operations leadership

• Work directly with vendors and third party applications with escalating customer issues and service tickets

• Intraday workforce management to maximize phone and email coverage to meet service level agreements

• Perform other duties as assigned  

Work Schedule

• Monday - Friday 8:00 am - 5:00 pm

Knowledge, Skills & Abilities Required

• Strong knowledge of commercial banking operations, including payments and fraud disputes, with the ability to navigate complex systems and diverse product offerings

• Intermediate knowledge of the treasury payments industry

• Strong customer service skills

• 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 develop and coach team members with proven ability to achieve results through collaboration and teamwork

• 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 or equivalent combination of education and experience required

• 3+ years bank operations or call center experience required

• 2+ years leadership or supervisory experience required

• 1+ years of financial services experience required

• Banking and Commercial banking 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 Supervisor, Customer Support 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 $70,500 to $83,000 annually.

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.

Location: 922 Walnut St, Kansas City, Missouri 64106

Time Type:

Full time