Customer Support Specialist - BankCard Fraud

Commerce Bank is dedicated to helping people find financial safety and success. They are seeking a Customer Support Specialist for their Fraud Team, responsible for providing critical assistance to customers regarding debit and credit card issues, while also preventing losses through education and investigative processes.

Responsibilities

• Receive incoming customer calls with questions about account debit cards, credit cards, and corporate cards
• Complete intake for Reg E and Reg Z dispute and fraud cases for all card products
• Review account activities, taking appropriate measures to minimize risk and loss to the bank, while complying with Visa, MasterCard, and federal regulations
• Provide excellent customer service to both internal and external customers while meeting regulatory, production and quality standards
• Perform security-related functions for consumer debit and prepaid, consumer credit, , Revolving Line of Credit (RLOC), and commercial cards, including: restricting accounts, gathering support documentation, and closing/reissuing accounts
• Create and review fraudulent cases and resolve problems or troubleshoot issues related to card transactions and/or online websites utilizing multiple systems
• Monitor and process fraud detection queues and visa consumer authentication services
• Monitor account activity and place outbound calls when appropriate
• Monitor product changes to ensure any system issues that require further research and account maintenance are resolved in a timely manner
• Review and perform maintenance on daily spend increases
• Process card maintenance duties, including: address changes, credit bureau updates, expiration dates, and building card holder records. Provide further research id card activity or account is not working properly, such as declined authorizations
• Maintain the multiple application credit card functionality
• Perform other duties as assigned

Skills

• Intermediate knowledge of the fraud industry, including best practices
• Intermediate Knowledge of federal regulations related to fraud
• Ability to learn and retain knowledge of regulations such as Reg E and Reg Z, as well as Visa and Mastercard network rule
• Ability to maintain professionalism with customers during difficult situations while maintaining a high degree of confidentiality
• 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 Office software, including Outlook, Word, and Teams
• Associate degree in Business Administration or related field or equivalent experience required
• 1+ years banking and/or fraud experience required
• Chargeback experience preferred

Benefits

• Employer sponsored health, dental, and vision insurance
• 401(k)
• Life insurance
• Paid vacation
• Paid personal time
• Career development
• Education assistance
• Voluntary supplemental benefits

Company Overview

Company H1B Sponsorship