Customer Support Specialist - Treasury

About This Job

The Commercial Card Customer Support Specialist performs technical system support for all Commercial activities that cross department boundaries within the Operations Division.

They are empowered to take corrective measures to resolve customer problems and provide "hotline" training support for Network and Mainframe computer systems serviced by Treasury Services Operations and other Operational departments.

Essential Functions

Assist with low to medium complexity resolution issues with heightened customer focus

Answer inbound phone calls from customers and third parties

Open, review, and resolve cases through case management

Process account maintenances through various applications

Provide a high level of customer service through various communication channels and meet accuracy and timeliness measures

Adapt communication style based on engagement and audience

Perform other duties as assigned

Research and determine next action steps to resolving inquiries

Resolve customer questions or concerns promptly

Document inquiries in Salesforce case management system (Insight 360)

Provide technical support for enhanced security password resets

Provide new customers with technical assistance with Commerce Connections and connecting applications

Review, verify, and escalate missing data and data files with the appropriate department

Resolve customer issues with Clover point of sale hardware and platform

Assist callers with debit / credit card reissue through TSYS mainframe, and TCI platform

Perform other duties as assigned

Knowledge, Skills & Abilities Required

Basic knowledge of bank operations

Excellent customer service skills

Ability to learn new processes quickly and critical thinking skills

Ability to learn and understand extended Commerce systems, platforms, and products

Ability to work off-shifts as necessary

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

Moderate level of proficiency with Microsoft Word, Excel and Outlook

Education & Experience

Associate’s degree or equivalent combination of education and experience required

1+ year financial services or related experience required

1+ years customer service experience required

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 Customer Support Specialist I 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, 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 pay is $18.00to $21.15 per hour.