Customer Care Quality Assurance Analyst

Mercantil Commerce Bank; St. Louis, Northern (MO, KY); Hybrid; USD 26,000 - 30,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k)

Paid vacation

Paid personal time

Career development

Education assistance

Voluntary benefits

Job summary

Commerce Bank in St. Louis, MO is seeking a Customer Care Quality Assurance Analyst to respond to inquiries, process paperwork, and support live chat, email or phone with timely issue resolution.

The role requires an Associate's degree in Business Administration or equivalent, with 1+ year of customer service experience; retail banking call center experience preferred. Eligible to work in the U.S. and benefits include health, dental, vision, 401(k), and more.

Qualifications

• Associate’s degree in Business Administration or equivalent required.
• 1+ year related customer service experience preferred.
• Retail banking call center experience preferred.

Responsibilities

• Respond to general information inquiries from mailboxes and servicing needs within SLA.
• Process basic paperwork and perform data entry; follow up to ensure issue resolution.
• Support inquiries via live chat, email or telephone.

Skills

Customer service

Communication

Data entry

Confidentiality

Attention to detail

Microsoft Word

Microsoft Excel

Microsoft Outlook

Education

Associate’s degree in Business Administration

1+ year related customer service experience

Tools

Word

Excel

Outlook

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. 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 escalation 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. #LI-BC1 #LI-Hybrid

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

Commerce Bank has been awarded numerous awards for our company culture. We have been included on distinguished lists such as Forbes’ Best Midsized Employers, Forbes’ Best Employers for Women, and Korn Ferry’s Engaged Performance Award. You’ll see the difference for yourself when you join the team.

Why Commerce?

Inclusion at Commerce

How to Join Our Team

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Equal Opportunity Employer

Commerce Bank is proud to be an Equal Employment Opportunity employer and believes that every individual should have the opportunity to work at a job for which he, she or they qualifies. We celebrate diversity and do not discriminate based on race, color, ancestry, ethnicity, gender identity, gender expression, sex, sexual orientation, disability (including physical or mental handicap), age, veteran status, military status, national origin, religion, pregnancy status, marital status, genetic information, or any other status protected by applicable federal, state or local law.