Commerce Bank
Supervisor, Customer Care Services
Commerce Bank, Saint Louis, Missouri, United States, 63146
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. Compensation Range
Annual Salary: $54,500.00 - $73,000.00 (Amount based on relevant experience, skills, and competencies.) About This Job
The main purpose of this job is to directly manage a team responsible for fulfilling service requests received/gained through inbound or outbound calls, web catalog and/or emails from Bank customers. Essential Functions
Utilize a variety of tools to monitor employee’s customer interactions and provide coaching to recognize excellent performance and/or identify improvement opportunities Conduct regularly scheduled performance reviews and coaching sessions Identify and schedule training opportunities for customer service, product solutions and/or technical skills Plan and implement development activities to prepare agents for future supervisory responsibilities within the programs available Accept and respond to escalated customer call issues that require management intervention and/or fraud mitigation actions by directly resolving the issue or determining if the call should be handled by another level of management or department Log and report escalated calls to designated area for future tracking and reporting Monitor and control overtime and miscellaneous expenditures to remain within department budget Review and approve fee refund requests processed by representatives Maintain and periodically monitor transaction completion process to assure documentation and information provided to callers meets regulatory and pricing standards 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 Work Schedule
9:30 a.m. – 6:00 p.m., with rotating weekends, as well as some traditional and non-traditional holidays Knowledge, Skills & Abilities Required
Strong knowledge of the retail products and services, including best practices 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 level proficiency with Microsoft Word, Excel, Teams and Outlook Education & Experience
Associate degree in Business Administration or equivalent combination of education and experience required 3+ years customer service/sales experience required 1+ years leadership experience required When required by law, a reasonable estimate of the compensation range for this Supervisor Customer Care Service position is $54,500 to $73,000 annually. The position includes eligibility for a performance‑based incentive plan. Benefits
Employer‑sponsored health, dental, and vision insurance; 401(k); life insurance; paid vacation and paid personal time. Additional career development, education assistance, and voluntary supplemental benefits are available. Location: 1045 Executive Pkwy, St. Louis, Missouri 63141 Time Type: Full time
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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. Compensation Range
Annual Salary: $54,500.00 - $73,000.00 (Amount based on relevant experience, skills, and competencies.) About This Job
The main purpose of this job is to directly manage a team responsible for fulfilling service requests received/gained through inbound or outbound calls, web catalog and/or emails from Bank customers. Essential Functions
Utilize a variety of tools to monitor employee’s customer interactions and provide coaching to recognize excellent performance and/or identify improvement opportunities Conduct regularly scheduled performance reviews and coaching sessions Identify and schedule training opportunities for customer service, product solutions and/or technical skills Plan and implement development activities to prepare agents for future supervisory responsibilities within the programs available Accept and respond to escalated customer call issues that require management intervention and/or fraud mitigation actions by directly resolving the issue or determining if the call should be handled by another level of management or department Log and report escalated calls to designated area for future tracking and reporting Monitor and control overtime and miscellaneous expenditures to remain within department budget Review and approve fee refund requests processed by representatives Maintain and periodically monitor transaction completion process to assure documentation and information provided to callers meets regulatory and pricing standards 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 Work Schedule
9:30 a.m. – 6:00 p.m., with rotating weekends, as well as some traditional and non-traditional holidays Knowledge, Skills & Abilities Required
Strong knowledge of the retail products and services, including best practices 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 level proficiency with Microsoft Word, Excel, Teams and Outlook Education & Experience
Associate degree in Business Administration or equivalent combination of education and experience required 3+ years customer service/sales experience required 1+ years leadership experience required When required by law, a reasonable estimate of the compensation range for this Supervisor Customer Care Service position is $54,500 to $73,000 annually. The position includes eligibility for a performance‑based incentive plan. Benefits
Employer‑sponsored health, dental, and vision insurance; 401(k); life insurance; paid vacation and paid personal time. Additional career development, education assistance, and voluntary supplemental benefits are available. Location: 1045 Executive Pkwy, St. Louis, Missouri 63141 Time Type: Full time
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