Supervisor, Fraud - BankCard Security

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

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

Annual Salary: $55,500.00 - $65,000.00 (Amount based on relevant experience, skills, and competencies.)

About This Job

As a leader supporting a 24/7 contact center environment, flexibility is key. This role may require overnight work on a periodic basis, including participation in "Moments That Matter" before activities to connect with and support overnight team members. Occasional weekend availability may also be needed to support system upgrades, implementations, business continuity efforts, and other responsibilities aligned with the role. Work Schedule Monday - Friday 3:30 PM - 12:00 AM

Essential Functions

• Oversee department workflow and effectively communicate decisions, priorities and relevant information to team members
• Provide guidance to employees on departmental projects/issues, coach and develop training plans, lead development conversations and answer day-to-day questions for team members
• Accurately process financial adjustments with approvals
• Provide support and serve as point of contact for the Customer Advocacy Program through research and resolution of customer complaints and escalated phone calls
• Maintain and modify departmental policies and procedures to consistently ensure compliance with CFPB and Federal Regulators
• Assist in preventing or limiting financial losses and monitor accuracy and production goals of each area
• Collaborate with team members and other internal departments for process improvement or issue resolution
• Work with department management to deliver weekly reports
• Perform other duties as assigned

Knowledge, Skills & Abilities Required

• Strong knowledge of the accounting field
• Ability to manage various projects, deadlines, and demands simultaneously
• Strong analytical and organizational skills
• Excellent customer service skills and ability to research answers and solutions
• Ability to maintain a high degree of confidentiality
• Ability to develop and coach team members with proven ability to achieve results through collaboration and teamwork
• Self-starter with strong decision-making skills and the ability to effectively communicate and interact 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
• Strong proficiency with Microsoft Outlook, Word, Excel and an understanding of PowerPoint

Education & Experience

• Associate’s degree in Business Administration or related field or equivalent combination of education and experience required
• 3+ years fraud investigative or related experience required
• 1+ year supervisory experience required
• 2+ years banking experience preferred

Hybrid Schedule

In office 2 days per week

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 Supervisor, Fraud – BankCard Security job and contemplates a wide range of factors that are considered in determining 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 $55,500 - $65,000 annually. This position will be eligible for additional compensation through performance-based incentive plan(s) that will correspond to meeting performance goals.

#LI-SG1 #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.

Location: 811 Main St, Kansas City, Missouri 64105

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

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.