Customer Care Quality Assurance Analyst

Commerce Bank; St. Louis (MO); On-site; USD 26,000 - 29,000; Full time

Benefits offered by this job

Health, dental, vision insurance

401(k) plan

Life insurance

Paid vacation

Paid personal time

Career development

Education assistance

Job summary

Commerce Bank is seeking a Customer Care Quality Assurance Analyst to support responsive service across deposit products and consumer loans. You will handle inquiries, process paperwork, and ensure consistent issue resolution while maintaining high customer satisfaction.

The role requires basic compliance knowledge, strong communication, and the ability to work in a fast-paced environment. Competitive hourly compensation and comprehensive benefits support work-life balance.

Qualifications

• Basic knowledge of compliance and security procedures.
• Ability to explain bank policies, procedures and/or regulations.
• Familiar with internal help desk operations or quick to learn.

Responsibilities

• Respond to general information inquiries from mailboxes and servicing needs within SLA.
• Process basic paperwork and verification of information.
• Support inquiries via live chat, email or phone.
• Maintain product knowledge through trainings.
• Identify and escalate requests when needed.
• Serve as SME for at least one skill and assist with help desk calls.

Skills

Compliance procedures

Explain policies

Help desk knowledge

Customer satisfaction

Work in fast-paced environment

Data entry

Confidentiality

Attention to detail

Team player with communication

Adaptable and resilient

MS Word/Excel/Outlook

Education

Associate’s degree in Business Administration

Job description

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.

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

Hourly: $19.00 - $21.90 (Amount based on relevant experience, skills, and competencies.)

Essential Functions

• Respond to general information inquiries from different mailboxes and/or servicing needs on deposit products and consumer loans within the service level agreement timeframe
• Process basic paperwork, computer entries and follow-up with customer to ensure issue resolution
• Support basic inquiries received via live chat, email or telephone
• Remain current with product knowledge and administrative requirements through trainings
• Identify and elevate requests as appropriate
• Serve as subject matter expert for at least one skill and assist with help desk calls as needed
• Perform other duties as assigned

Knowledge, Skills & Abilities Required

• Basic knowledge of compliance and security procedures
• Basic ability to explain bank policies, procedures and/or regulations
• Strong knowledge of internal help desk, or ability to learn
• Ability to maintain a high level of customer satisfaction
• Ability to work in a high paced environment and maintain stable performance
• Strong data entry skills
• Ability to maintain 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
• Basic level proficiency with Microsoft Word, Excel and Outlook

Education & Experience

• Associate’s degree in Business Administration or equivalent combination of education and experience required
• 1+ year related customer service experience preferred
• Retail banking call center experience preferred
• 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 Quality Assurance Analyst 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 $19.00 - $21.90 per hour.

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.

Location: 1045 Executive Pkwy, St. Louis, Missouri 63141

Time Type:

Full time