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 oversee the daily operations, reporting and tracking, supervision and coaching of employees, for the Support teams in Commercial Customer Support.
Essential Functions
Manage daily case management workflows, email, and inbound phone calls to meet daily and monthly goals
Effectively communicate decisions, priorities, and relevant information to team members and Commercial Customer Support leadership team
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
Review and manage controllable expenses through monthly budget reviews
Collaborate closely with business partners with trending, escalations, and general support
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
Knowledge, Skills & Abilities Required
Excellent customer service skills
Ability to use data to make quality decisions and effectively execute process improvements
Ability to develop and coach team members with proven ability to achieve results through collaboration and teamwork
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
Basic level proficiency with Microsoft Word, Excel, Teams and Outlook
Education & Experience
Associate’s degree or equivalent combination of education and experience required
2+ years bank operations or call center experience required
1+ year leadership or supervisory experience required
**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 & Senior Supervisor, Customer Support 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 $54,500 to $73,000 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: 922 Walnut St, Kansas City, Missouri 64106Time Type:
Full time
