Customer Support Specialist – BankCard

About This Job

This Commerce Bank Fraud Team is an integral part of our ongoing efforts to prevent and limit debit, consumer credit, and commercial credit card losses to the bank through education, early detection, and investigative processes.

The Fraud Specialist serves on the frontline of our Fraud Team and provides critical assistance to our valued customers in times of need 24 hours / day.

If you want to help fight fraud and be a crucial resource for our customers, this is the team for you!

Essential Functions

Receive incoming customer calls with questions about account debit cards, credit cards, and corporate cards

Complete intake for Reg E and Reg Z dispute and fraud cases for all card products

Review account activities, taking appropriate measures to minimize risk and loss to the bank, while complying with Visa, MasterCard, and federal regulations

Provide excellent customer service to both internal and external customers while meeting regulatory, production and quality standards

Perform security-related functions for consumer debit and prepaid, consumer credit, , Revolving Line of Credit (RLOC), and commercial cards, including : restricting accounts, gathering support documentation, and closing / reissuing accounts

Create and review fraudulent cases and resolve problems or troubleshoot issues related to card transactions and / or online websites utilizing multiple systems

Monitor and process fraud detection queues and visa consumer authentication services

Monitor account activity and place outbound calls when appropriate

Monitor product changes to ensure any system issues that require further research and account maintenance are resolved in a timely manner

Review and perform maintenance on daily spend increases

Process card maintenance duties, including : address changes, credit bureau updates, expiration dates, and building card holder records.

Provide further research id card activity or account is not working properly, such as declined authorizations

Maintain the multiple application credit card functionality

Perform other duties as assigned

Knowledge, Skills & Abilities Required

Intermediate knowledge of the fraud industry, including best practices

Intermediate Knowledge of federal regulations related to fraud

Ability to learn and retain knowledge of regulations such as Reg E and Reg Z, as well as Visa and Mastercard network rule

Ability to maintain professionalism with customers during difficult situations while maintaining a high degree of confidentiality

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

Intermediate level proficiency with Microsoft Office software, including Outlook, Word, and Teams

Education & Experience

Associate degree in Business Administration or related field or equivalent experience required

1+ years banking and / or fraud experience required

Chargeback experience preferred

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 BankCard 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 $18.00 to $21.15 per hour.