Dispute Specialist - BankCard

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 Hourly: $21.40 - $27.65 (Amount based on relevant experience, skills, and competencies.) About This Job The main purpose of this job is to perform dispute related functions for consumer debit and prepaid, consumer credit, HSF, RLOC, and commercial cards, including retrieving support documentation, and closing/reissuing accounts. Essential Functions

• Provide answers to low complexity questions about cases to assist new team members
• Assist with documenting department procedures
• Assist with training team members
• Review and confirm validity of customer documents through research
• Perform and review validity of commercial account administrators
• Work all lines of business type of dispute cases and handle high dollar cases
• Perform basic related functions for consumer debit and prepaid, consumer credit, HSF, RLOC, and commercial cards, including retrieving support documentation, and closing/reissuing accounts
• Conduct dispute resolution as outlined within Reg E, Reg Z, Visa USA, Visa Intl and Mastercard regulatory guidelines for one business line
• Report activity to card associations as needed
• Process commercial card – boutique service requirements and assist authentication for call center when needed
• Communicate dispute details to and from the cardholder(s), merchants(s), financial institution(s), third party processor(s), peer(s)
• Manage incoming calls related to cases, queues, returned calls, status of account or case, internal departments, or outside agencies
• Process stop payments in the associated systems
• Perform other duties as assigned Knowledge, Skills & Abilities Required
• Intermediate knowledge of the banking industry, including best practices
• Basic understanding of regulations such Reg E, Reg Z, Visa, Mastercard, Card Act, and Soldiers and Sailors
• Ability to learn and understand Commerce systems, platforms and card/deposit products
• Ability to be proactive and ask questions, offer solutions and retain and apply information to future situations
• Ability to exercise sound judgment when making decisions, including identifying and interrupting flagged issues
• Ability to maintain professionalism with customers during difficult situations
• Ability to extract necessary information to be able to thoroughly investigate a case
• 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
• Ability to research and provide solutions with the understanding of when to escalate issues
• Ability to retain information and apply knowledge to multiple situations or scenarios
• Ability to maintain a high degree of confidentiality
• Proficient with Jobtrix Outlook, Word, and Excel Education & Experience
• Associate’s degree in Business Administration or related field or equivalent combination of education and experience required
• 2+ years related customer service experience required
• 1+ year banking and/or bankcard experience preferred
• *Level of role is determined by knowledge, experience, skills, abilities, and education
• ** 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 Dispute Specialist – BankCard and Senior Dispute Specialist – BankCard job and contemplates a wide range of factors that are considered in determining most appropriate job level and 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 de

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