About Working at Commerce

Wouldn’t it be great to build your career at a bank that’s known for helping people with their financial challenges? That’s exactly what you’d be doing when you join the team at Commerce Bank. We’re looking for teammates who are ready to do whatever it takes to help our customers with their everyday financial needs. You’d be helping yourself too, because Commerce has a tradition of recognizing and rewarding team members for their talent, skills and contributions.

No wonder we’ve been an industry leader for over 155 years and have developed a reputation as a great place to work in the financial services world. If you’d like to be a part of a team and culture that is respected by its peers and in your community, we should talk. We’re always looking for the best and brightest.

About This Job

The main purpose of this job is to manage the onboarding experience of newly hired team members.

Essential Functions

• Track and trend results, make recommendations to improve and/or sustain a seamless onboarding experience relating to employee engagement, recruiting, and retention efforts

• Research and deploy employee engagement best practices to ensure the Customer Care Center can make informed decisions based the needs of our team members

• Maintain the relationship between internal teams across Commerce Banks structure

• Manage resources for efficiency and effectiveness as measured by quality, productivity, compliance with schedule adherence, expense, and staffing

• Responsible for determining staffing needs within customer service and support, and subsequently hiring and managing staff to achieve department goals and objectives

• Utilize workforce managements statistical reporting and analysis for maintaining and or improving Contact Center performance

• 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. Work with supervisors to develop specific performance plans and reporting methods to assess performance of their team.

• Perform other duties as assigned

Knowledge, Skills & Abilities Required

• Strong knowledge of the financial services field

• 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

• Advance level proficiency with Microsoft Word, Excel, Teams and Outlook

Education & Experience

• Bachelor’s degree or equivalent combination of education and experience required

• 4+ years employee engagement, call center, banking management experience required

• 1+ years leadership experience required

Time Type: