Commerce Bank
Senior Supervisor, Customer Support
Commerce Bank, Kansas City, Missouri, United States, 64101
Senior Supervisor, Customer Support
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 include: 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, and abilities required include: 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 Compensation range: $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. Location: 922 Walnut St, Kansas City, Missouri 64106
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 include: 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, and abilities required include: 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 Compensation range: $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. Location: 922 Walnut St, Kansas City, Missouri 64106