Supervisor, Customer Support Commerce Bank


Location: KC Downtown 811 Main (825 Main)

Time Type: Full time

The main purpose of this job is to oversee the daily operations, reporting and tracking, supervision and coaching of employees, for the Support teams in Commercial Customer Support and Bankcard Security Service Center.


  • 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
  • Understand the functions of the department and impact of results. Several processes are driven by various regulations and tend to be time sensitive.
  • Participate in meetings with leadership across business lines surrounding key performance metrics
  • Review, update, and deliver weekly and/or monthly associate scorecards
  • Review, update, and deliver monthly team scorecards to Bank Operations leadership
  • Work directly with vendors and third-party applications with escalating customer issues and service tickets
  • Intraday workforce management to maximize phone and email coverage to meet service level agreements
  • Perform other duties as assigned

Qualifications / Requirements

Knowledge, Skills & Abilities Required

  • Intermediate knowledge of the treasury payments industry
  • Excellent customer service skills
  • Ability to develop and coach team members with proven ability to achieve results through collaboration and teamwork
  • 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
  • Basic level proficiency with Microsoft Word, Excel, Teams and Outlook

Education & Experience

  • Associate’s degree or equivalent combination of education and experience required
  • 2+ years bank operations or call center experience required
  • 1+ year leadership or supervisory experience required

Click Here to Apply