Supervisor, Disputes - BankCard

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: $53,500.00 - $63,000.00 (Amount based on relevant experience, skills, and competencies.)

About This Job

The Commerce Bank Bankcard Disputes Team is an integral part of our ongoing efforts to prevent and limit debit, consumer credit, and commercial credit card losses to customers and the bank through dispute claims filing.  The Dispute Supervisor leads a team of Case Investigators who serve as the primary investigators of Bankcard Disputes assisting in helping recover funds and preventing losses in a fast-paced, collaborative environment.  If you have a passion for leadership, employee development, customer service, and protecting the bank and our customers from losses, this is the role for you!

Essential Functions 

• Manage team to limit financial losses and ensure quality and production standards are met and that dispute resolutions are in compliance with applicable rules and regulations. Process financial adjustments accurately with approvals.

• Provide support and serve as point of contact for the Customer Advocacy Program

• Research and partner with other departments as appropriate to resolve customer complaints and escalated phone calls

• Maintain and modify departmental policies and procedures to consistently ensure compliance with Consumer Financial Protection Bureau (CFPB) and Federal Regulators 

• Proactively find ways to improve processes and work with department management to deliver weekly reports 

• 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 bankcard non fraud disputes and the accounting field 

• Strong knowledge of Dispute related Departmental, Association and Federal rules and regulations

• Ability to manage various projects, deadlines, and demands simultaneously 

• Strong analytical, organizational and strategic thinking skills 

• Excellent customer service skills and ability to research answers and solutions independently

• Ability to maintain a high degree of confidentiality 

• 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

• Intermediate knowledge of systems such as TSYS, Branch Connections, Mainframe, case databases and Visa/MasterCard online

• Advance level proficiency with Microsoft Word, Excel, Teams, Outlook, Teams and PowerPoint

Education & Experience

• Associate degree in Business Administration or related field or equivalent combination of education and experience required

• 3+ years dispute investigative or related experience required 

• 1+ year supervisory experience required

• 4+ years banking experience preferred

**Level of role is determined by knowledge, experience, skills, abilities, and education.

**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, Disputes-Bankcard 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, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each situation. A reasonable estimate of the current base pay is $53,500 to $63,000 annually.

#LI-Hybrid

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: 811 Main St, Kansas City, Missouri 64105

Time Type:

Full time