About This Job
The Customer Service Associate position provides a high level of customer service and support to our customers. They are trained to resolve customer inquiries on bank products, policies, regulations, and procedures via phone, live chat, or email.
How we’ll support you :
Training and one-on-one coaching from our Leadership team who is invested in your success.
Ongoing professional development to deepen your skills.
Building your career through our defined career path or by exploring new opportunities.
Continuous learning opportunities, such as core banking products, services, processes and Commercecultureconcepts.
Growing your network to maximize your professional and personal development through our employee resource groups.
What we offer :
Benefits-Medical, Dental, Vision, Health Savings and Flexible Spending Accounts
401(k) and retirement education resources
Flexible schedules
Paid banking holidays, vacation, sick and personal time
Employee discounts and tuition reimbursement
2nd Shift differential for evening schedules
Pay differential for proven Spanish / English sp eaking
Paid trainingfor4 weeks (must be able to attend)
Essential Functions
Provide a high level of customer service and support to external customers
Support inquiries received via live chat, email or telephone
Authenticate callers to ensure our customers and the bank are protected from fraud attempts and take additional steps to mitigate risk if needed
Research information and complete data entry to note customer interaction results
Identify and escalate appropriate requests
Remain current with product knowledge and administrative requirements through training
Perform other duties as assigned
Work Schedule :
Work Schedule is between 9 : 30am 8 : 00pm Monday-Friday and every other Saturday. Additional shifts Tuesday-Saturday or Sunday-Thursday are also available.
Knowledge, Skills & Abilities Required
Basic product knowledge
Basic ability to explain bank policies, procedures and / or regulations
Basic ability to assess customer needs and recommend alternative products or services; refer to other departments when appropriate
Ability to maintain a high level of customer satisfaction
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 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
Intermediate level proficiency with Microsoft Word, Excel and Outlook
Education & Experience
High school diploma or GED or equivalent combination of education and experience required
1+ year related customer service experience required
1+ years of call center and / or financial service preferred
Customer Care Associate level will be determined based upon experience 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 this role.
This compensation range is for the Customer Care Associate I, II or Senior job and contemplates a wide range of factors that are considered in determining most appropriate job level and 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 the applicable geographic differential associated with the location at which the position may be 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 hourly pay range is $17.50 to $21.50. This position will be eligible for additional compensation through performance-based incentive plan(s) that will correspond to meeting performance goals.
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 to learn more.
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