Supervisor, Customer Care Service Commerce Bank


Location: SL West Olive Office Plaza (WOOP)

The main purpose of this job is to directly manage a team responsible for fulfilling service requests received/ gained through inbound or outbound calls, web cat and or emails from Bank customers.

Time Type: Full time


  • Utilize a variety of tools to monitor employee’s customer interactions and provide coaching to recognize excellent performance and/or identity improvement opportunities
  • Conduct regularly scheduled performance reviews and coaching sessions
  • Identify and schedule training opportunities for customer service, product solutions and/or technical skills
  • Plan and implement development activities to prepare agents for future supervisory responsibilities within the programs available
  • Accept and respond to escalated customer call issues that require management intervention and/or fraud mitigation actions by directly resolving the issue or determine if the call should be handled by another level of management or department
  • Log and report escalated calls to designated area for future tracking and reporting
  • Monitor and control overtime and miscellaneous expenditures to remain within department budget
  • Review and approve fee refund requests processed by representatives
  • Maintain and periodically monitor transactions completion process to assure documentation and information provided to callers meets regulatory and pricing standards
  • 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
  • Perform other duties as assigned

Qualifications / Requirements

Knowledge, Skills & Abilities Required

  • Strong knowledge of the retail products and services, including best practices
  • 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
  • Intermediate level proficiency with Microsoft Word, Excel, Teams and Outlook

Education & Experience

  • Associate degree in Business Administration or equivalent combination of education and experience required
  • 3+ years customer service/sales experience required
  • 1+ years leadership experience required

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