Customer Service Representative (2nd Shift)

Commerce Bancshares; United States; Remote; Full time

Job summary

An established industry player is seeking a Customer Service Associate to provide exceptional support to customers. In this role, you will engage with clients through various channels, ensuring their inquiries are handled with care and professionalism. The company values its employees, offering training and development opportunities to help you grow in your career. With a commitment to creating a positive work culture, this position not only allows you to make a difference in customers' lives but also supports your personal and professional growth. If you thrive in a dynamic environment and are passionate about helping others, this opportunity is perfect for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Flexible Schedules

Paid Holidays

Tuition Reimbursement

Employee Discounts

Paid Training

Shift Differential for Evenings

Qualifications

• High school diploma or GED required with 1+ year of customer service experience.
• Ability to maintain high customer satisfaction and meet quality standards.

Responsibilities

• Provide high-level customer service and support via phone, chat, or email.
• Authenticate callers and research information to resolve inquiries.

Skills

Customer Service

Communication Skills

Problem Solving

Attention to Detail

Microsoft Word

Microsoft Excel

Microsoft Outlook

Education

High School Diploma or GED

1+ Year Related Customer Service Experience

1+ Year Call Center or Financial Service Experience

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 more than 155 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.

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 Commerce culture concepts.
• Growing your network to maximize your professional and personal development through our employee resource groups.

What we offer:

• Benefits - Medical, Dental, Vision, Health Savings, Flexible Spending Accounts and more!
• 401(k) and retirement education resources
• Flexible schedules
• Paid banking holidays, vacation, sick and personal time
• Employee discounts and tuition reimbursement
• 10% Shift differential for evening schedules
• Pay differential for proven Spanish/English speaking bilingual associates
• Paid training for 4 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:

***Please note, training is 8:00am - 5:00pm or noon - 8:30pm, Monday - Friday for 4 weeks prior to moving to 2nd shift schedule.

• 1:30pm - 10:00pm, Monday - Friday and every other Saturday, or
• 3:30pm - Midnight, Monday - Friday and every other Saturday.

• All 2nd Shift employees receive a 10% shift differential.

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 here to learn more.

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

Time Type: Full time