Bilingual Customer Service Representative

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.

About This Job

The Bilingual Customer Service Associate position provides a high level of customer service and support to our customers. They are trained to resolve customer inquiries on bank products, policies, regulations, and procedures via phone, live chat, or email.

How we’ll support you:

• Training and one-on-one coaching from our Leadership team who is invested in your success.

• Ongoing professional development to deepen your skills.

• Building your career through our defined career path or by exploring new opportunities.

• Continuous learning opportunities, such as core banking products, services, processes and Commercecultureconcepts.

• Growing your network to maximize your professional and personal development through our employee resource groups.

What we offer:

• Benefits - Medical, Dental, Vision, Health Savings, Flexible Spending Accountsand more!

• 401(k) and retirement education resources

• Flexible schedules

• Paid banking holidays, vacation, sick and personal time

• Employee discounts and tuition reimbursement

• 2nd Shift differential for evening schedules

• 5% pay differential for proven Spanish/English speaking bilingual associates

• Paid trainingfor4 weeks (must be able to attend)

Essential Functions

• Provide a high level of customer service and support to external customers

• Support inquiries received via live chat, email or telephone

• Authenticate callers to ensure our customers and the bank are protected from fraud attempts and take additional steps to mitigate risk if needed

• Research information and complete data entry to note customer interaction results

• Identify and escalate appropriate requests

• Remain current with product knowledge and administrative requirements through training

• Perform other duties as assigned

Work Schedule:

• Work Schedule is between 9:30am - 8:00pm Monday-Friday and every other Saturday. Additional shifts Tuesday-Saturday or Sunday-Thursday are also available.

Knowledge, Skills & Abilities Required

• Basic product knowledge

• Basic ability to explain bank policies, procedures and/or regulations

• Basic ability to assess customer needs and recommend alternative products or services; refer to other departments when appropriate

• Ability to maintain a high level of customer satisfaction

• Ability to meet department efficiency and quality standards within 90 days

• Ability to establish quick rapport with customers, actively listen, respond promptly with correct information

• Ability to work in a high paced environment and maintain stable performance

• Ability to maintain a high degree of confidentiality

• Ability to complete and pass new hire quizzes and exam

• 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

• Intermediate level proficiency with Microsoft Word, Excel and Outlook

Education & Experience

• High school diploma or GED or equivalent combination of education and experience required

• Fluent in Spanish and English, written and verbalrequired

• 1+ year related customer service experience required

• 1+ years of call center and/or financial service preferred

**Customer Care Associate level will be determined based upon experience**

***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 Customer Care Associate I, II or Senior level job and contemplates a wide range of factors that are considered in determining most appropriate job level andmaking 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 notbeen 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 $18.00to $22.10 per hour. This position will be eligible for additional compensation through performance-based incentive plan(s) that will correspond to meeting performance goals.

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. Click here to learn more.

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