Lead Customer Support Specialist - CCS

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 Hourly: $25.70 - $30.30 (Amount based on relevant experience, skills, and competencies.) About This Job The main purpose of this job is to lead assigned projects to improve and/or implement new processes to effectively manage fraud mitigation in the Commercial Customer Care Center. Work Schedule: Monday - Friday, 8:00am - 5:00pm Essential Functions Lead assigned projects to improve and/or implement new processes to effectively manage fraud mitigation in the Commercial Customer Care Center Assist the department with projects by leading or co-leading initiatives to improve the team performance and customer experience Provide daily reports requested by management Monitor and respond to assigned emails within the timeframe as determined by department expectations Serve as a backup for supervisor coverage as needed Facilitate team meetings Attend interview sessions and assist with questions and assessment of candidates Attend meetings within Bank Operations to collaborate on projects and initiatives that impact the department Perform other duties as assigned Knowledge, Skills & Abilities Required Advanced understanding of social engineering, account take-over strategies, and various types of scams perpetrated against retail banking customers Ability to effectively communicate and interact with all levels of the company, clearly expressing ideas and concepts, both verbally and in writing Ability to provide coaching and serve as a mentor to team members Strong critical thinking skills with the ability to apply discretion and sound judgement to efficiently and effectively solve problems Motivated and organized self-starter with strong attention to detail and the ability to manage multiple priorities Critical thinking skills 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 Moderate level of proficiency with Microsoft Word, Excel and Outlook. Education & Experience Bachelor’s degree or equivalent combination of education and experience required 3 years financial services or related experience required. 4 years customer service experience required Informal leadership experience, preferred Hybrid Schedule: In office 2 days per week 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 Lead Customer Support Specialist - CCS 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, compensation decisions are dependent on the facts and circumstances of each situation. A reasonable estimate of the current base pay is $ 25. 70 to $ 30.30 per hour . 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 (https://careers.commercebank.com/us/en/benefits) to learn more. Location: 811 Main St, Kansas City, Missouri 64105 Time Type: Full time Commerce Bank has been awarded numerous awards for our company culture. We have been included on distinguished lists such as Forbes’ Best Midsized Employers, Forbes’ Best Employers for Women, and Korn Ferry’s Engaged Performance Award. You’ll see the difference for yourself when you join the team. Why Commerce? (https://www.commercebank.com/careers/about-commerce) Inclusion at Commerce How to Join Our Team (https://www.commercebank.com/careers/how-to-join-our-team) Want to be notified of positions that fit your preferences? Follow these easy steps: Create a Candidate Account at the top of the page by selecting "Sign In" upper right corner Sign-up up for Job Alerts We’ll contact you about positions that match your skills and interests Equal Opportunity Employer Commerce Bank is proud to be an Equal Employment Opportunity employer and believes that every individual should have the opportunity to work at a job for which he, she or they qualifies. We celebrate diversity and do not discriminate based on race, color, ancestry, ethnicity, gender identity, gender expression, sex, sexual orientation, disability (including physical or mental handicap), age, veteran status, military status, national origin, religion, pregnancy status, marital status, genetic information, or any other status protected by applicable federal, state or local law.