Customer Care Advocacy Specialist I

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 respond to, research, and coordinate the resolution of retail customer complaint calls and/or correspondence escalated by executives and/or senior management, branch managers and supervisors.  Additionally, this role will act as a liaison between internal and external customers and assist in identifying, developing and implementing short- and long-term solutions. 

Essential Functions

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

• Support inquiries received via live chat, email or telephone

• Basic ability to assess customer needs, identify customer operating systems, browsers with requirements for adequate use of Online Banking product to support customer usage including mobile devices

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

• Recommend alternative products or services; refer to other departments when appropriate

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

• Identify risk-related issues and escalate appropriate requests

• Remain current with product knowledge and administrative requirements through trainings

• Perform other duties as assigned

Knowledge, Skills, and Abilities Required

• Basic product knowledge

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

• 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 maintain a high level of customer satisfaction

• 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

• Basic level proficiency with Microsoft Word, Excel and Outlook

Education and Experience

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

• 1+ years related customer service experience preferred

Remote Schedule: Work primarily from home

**Must be eligible to work in the U.S. without sponsorship now or in the future

***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 Customer Care Advocacy Specialist I 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 $23.80 to $27.65 per hour.

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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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