Manager, Account Services - Card Support

Mercantil Commerce Bank; Kansas City (MO); Hybrid; USD 82,000 - 97,000; Full time

Benefits offered by this job

Health insurance

401(k)

Life insurance

Paid vacation

Paid personal time

Job summary

Commerce Bank in Kansas City, MO seeks a Manager, Account Services - Card Support to lead the Card Support and Booking teams and ensure high-quality customer service. You will oversee application reviews, onboarding, and critical regulatory compliance while driving efficiency and cross-functional collaboration.

The role requires strong leadership, deep knowledge of Reg Z and Reg E, and a focus on staff development, performance metrics, and budget involvement in a hybrid work model.

Qualifications

• Bachelor’s degree in Business Administration, Finance, or a related field required.
• 6+ years financial services, operations, or account servicing experience preferred.
• 3+ years leadership/supervisory experience in a fast-paced, customer-focused environment required.
• Experience with Reg Z and Reg E preferred.

Responsibilities

• Lead and develop the Card Support and Booking teams, aligning daily operations with departmental strategy.
• Oversee application reviews and customer onboarding processes, ensuring timely and accurate resolutions.
• Resolve escalated issues and serve as a subject matter expert in account services.
• Drive process improvements to boost efficiency, accuracy, and customer satisfaction.
• Ensure compliance with internal policies and industry regulations; communicate decisions and priorities clearly.

Skills

Leadership

Communication

Reg Z & Reg E knowledge

Process improvement

Regulatory awareness

Education

Bachelor’s degree in Business Administration/Finance

Tools

Microsoft Word

Excel

Teams

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.

Compensation Range Annual Salary: $82,000.00 - $96,500.00 (Amount based on relevant experience, skills, and competencies.)

About This Job

The main purpose of this role is to provide strategic leadership for the Card Support and Booking teams serving Commercial Contract and Business Card clients. This position oversees daily operations, performance reporting, and employee development while ensuring a high-quality customer experience and collaborating with cross-functional teams to meet service level agreements throughout the application and onboarding process.

Work Schedule

Monday - Friday 8:00 AM - 5:00 PM

Essential Functions

• Lead and develop the Card Support and Booking teams, aligning daily operations with departmental strategy
• Resolve escalated issues and serve as a subject matter expert in account services
• Oversee application reviews and customer onboarding processes, ensuring resolutions are delivered accurately and on time
• Commitment to delivering high-quality service and resolving escalated issues with professionalism and urgency
• Drive process improvements to boost efficiency, accuracy, and customer satisfaction
• Collaborate with cross-functional teams to meet service level agreements and regulatory standards
• Ensure compliance with internal policies and industry regulations
• Lead, mentor and motivate team members to implement the department strategy and manage department workflow with guidance on departmental projects/issues, and provide coaching and development opportunities appropriate to each direct report's individual needs
• Perform all necessary management functions, including hiring, evaluations, annual increase allocations and disciplinary action as required
• Communicate decisions, priorities and relevant information to team members effectively
• Support budget management, planning and expenditure
• Perform other duties as assigned

Knowledge, Skills & Abilities Required

• Strong knowledge of the of commercial card products, dispute processes, and account services- including Reg Z and Reg E compliance – along with knowledge of best practices
• Proven ability to communicate critical information clearly and effectively across all levels, including senior management and branch networks
• Ability to identify efficiencies, streamlining workflows, and driving continuous improvement
• Strong knowledge of industry regulations and third-party platforms used in dispute management
• Strong critical thinking skills with the ability to apply discretion and sound judgement to efficiently and effectively solve problems
• Ability to drive results and balance management of organizational risk and meeting goals of the business
• Strong leadership skills with ability to motivate team members and foster a positive team environment that gives way to collaboration and unified goals
• Outstanding interpersonal and relationship building skills with the ability to effectively communicate with all levels of the company, clearly expressing ideas and concepts both verbally and in writing
• 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, Teams and Outlook, comfortable with case management systems and reporting tools

Education & Experience

• Bachelor’s degree in Business Administration, Finance, or a related field or equivalent combination of education and experience required
• 6+ years financial services, operations, or account servicing preferred experience required
• 3+ years leadership/supervisory experience in a fast-paced, customer focused environment required
• Experience working with regulatory frameworks such as Reg Z and Reg E preferred

Hybrid Schedule

Hybrid Schedule - minimum of 2 days/week onsite (training will require up to 5 days per week in office for up to 8 weeks, depending on progress and business need)

Benefits

• employer sponsored health, dental, and vision insurance
• 401(k)
• life insurance
• paid vacation
• paid personal time

In addition, we offer career development, education assistance, and voluntary supplemental benefits.

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 Manager, Account Services - Card Support 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 $82,000 to $96,500 annually.

Location: 922 Walnut St, Kansas City, Missouri 64106

Time Type: Full time

Why Commerce?

Inclusion at Commerce

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.