Fraud Operations Supervisor Hybrid & Growth

Mercantil Commerce Bank; Kansas City (MO); Hybrid; USD 56,000 - 65,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k)

Life insurance

Paid vacation

Paid personal time

Career development

Education assistance

Voluntary supplemental benefits

Job summary

Commerce Bank in Kansas City, MO, seeks a Supervisor for Fraud – BankCard Security to oversee a 24/7 contact center environment with occasional overnight shifts and weekend work to support system upgrades and continuity efforts.

The role requires leadership experience, strong accounting knowledge, and the ability to coach staff, handle complaints, and maintain high confidentiality while ensuring accurate financial adjustments and adherence to regulatory standards.

Qualifications

• Associate degree in business administration or related field, or equivalent experience.
• 3+ years fraud investigative or related experience.
• 1+ year supervisory experience.
• 2+ years banking experience preferred.

Responsibilities

• Oversee department workflow and communicate decisions, priorities and information to team members.
• Provide guidance to employees on projects, coach and develop training plans, and answer day-to-day questions.
• Accurately process financial adjustments with approvals.
• Support Customer Advocacy Program through research and resolution of complaints and escalated calls.
• Maintain and modify departmental policies to ensure CFPB and regulator compliance.
• Assist in preventing financial losses and monitor production goals.
• Collaborate with team and other departments for process improvement.
• Deliver weekly departmental reports.

Skills

Accounting knowledge

Project management

Analytical skills

Customer service

Confidentiality

Coaching team

Decision making

Communication

Adaptability

MS Office

Education

Associate degree in Business Administration

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Commerce Bank in Kansas City, MO, seeks a Supervisor for Fraud – BankCard Security to oversee a 24/7 contact center environment with occasional overnight shifts and weekend work to support system upgrades and continuity efforts.

The role requires leadership experience, strong accounting knowledge, and the ability to coach staff, handle complaints, and maintain high confidentiality while ensuring accurate financial adjustments and adherence to regulatory standards.