Customer Service Representative

About Working at Commerce

Wouldn’t it be great to build your career at a bank that’s known for helping people with their financial challenges? That’s exactly what you’d be doing when you join the team at Commerce Bank. We’re looking for teammates who are ready to do whatever it takes to help our customers with their everyday financial needs. You’d be helping yourself too, because Commerce has a tradition of recognizing and rewarding team members for their talent, skills and contributions.

No wonder we’ve been an industry leader for over 155 years and have developed a reputation as a great place to work in the financial services world. If you’d like to be a part of a team and culture that is respected by its peers and in your community, we should talk. We’re always looking for the best and brightest.

Essential Functions

• Provide a high level of customer service and support to external customers

• Support inquiries received via live chat, email or telephone

• Authenticate callers to ensure our customers and the bank are protected from fraud attempts and take additional steps to mitigate risk if needed

• Research information and complete data entry to note customer interaction results

• Identify and escalate appropriate requests

• Remain current with product knowledge and administrative requirements through training

• Perform other duties as assigned

Work Schedule:

• Work Schedule is between 9:30am – 8:00pm Monday-Friday and every other Saturday. Additional shifts Tuesday-Saturday or Sunday-Thursday are also available.

Knowledge, Skills & Abilities Required

• Basic product knowledge

• Basic ability to explain bank policies, procedures and/or regulations

• Basic ability to assess customer needs and recommend alternative products or services; refer to other departments when appropriate

• Ability to maintain a high level of customer satisfaction

• Ability to meet department efficiency and quality standards within 90 days

• Ability to establish quick rapport with customers, actively listen, respond promptly with correct information

• Ability to work in a high paced environment and maintain stable performance

• Ability to maintain a high degree of confidentiality

• Ability to complete and pass new hire quizzes and exam

• 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 level proficiency with Microsoft Word, Excel and Outlook

Education & Experience

• High school diploma or GED or equivalent combination of education and experience required

• 1+ year related customer service experience required

• 1+ years of call center and/or financial service preferred

**Customer Care Associate level will be determined based upon experience**

***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 this role. This compensation range is for the Customer Care Associate I, II or Senior 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 the applicable geographic differential associated with the location at which the position may be 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 hourly pay range is $17.00 to $21.00. This position will be eligible for additional compensation through performance-based incentive plan(s) that will correspond to meeting performance goals. 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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