Senior Customer Support Training Specialist - Bank Operations

Commerce Bank Commercial Customer Support Trainer

Commerce Bank is seeking a dynamic, service-focused, and technically proficient professional to join our Commercial Customer Support (CCS) team as a Trainer. In this role, you will help design, develop, and deliver engaging training programs that support both client-facing and operational team members across multiple business units. The CCS Trainer partners with leaders and subject matter experts to ensure employees have the knowledge, skills, and resources needed to successfully navigate processes, systems, and evolving business needs while delivering exceptional customer experience.

Essential Functions

• Participate in hands-on call and email processing to build operational proficiency and subject matter expertise that support effective coaching and training
• Perform call evaluations and shadowing sessions to measure proficiency, reinforce training objectives, and address knowledge gaps through targeted coaching and refresher training
• Maintain a strong understanding of operational procedures, products, systems, and regulatory requirements to ensure training content remains accurate, relevant, and compliant
• Create, update, and deliver engaging training materials, job aids, reference guides, and learning resources to support operational processes, systems, products, and regulatory requirements
• Facilitate onboarding, instructor-led, virtual, and hands-on training activities that support learning completion, knowledge retention, skill development, and confidence in role performance
• Partner with leaders and subject matter experts to identify training needs, develop learning solutions, and align training initiatives with business objectives and customer experience goals
• Monitor training effectiveness and performance outcomes to identify trends, drive continuous improvement, and support ongoing employee development through targeted training and change management efforts
• Collaborate across departments to support organizational initiatives, process changes, system implementations, and other projects requiring training and knowledge transfer
• Perform other duties as assigned

Work Schedule:

• Monday - Friday: 8:00 AM - 5:00 PM
• Could vary periodically due to assignment (ie: 7:30 AM - 4:30 PM), day shift only

Knowledge, Skills & Abilities Required

• Proven ability to lead presentations, facilitate discussions and deliver training to large and small groups in virtual and in-person settings
• Ability to apply training methodology principles to develop, facilitate, and evaluate learning activities that support employee proficiency, knowledge retention, and operational performance
• Ability to collaborate and build trust with leadership and other stakeholders
• Ability to quickly learn, adapt to, and utilize business applications and technology solutions to support training effectiveness, process improvement, and team member development
• 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, Teams, and Outlook

Education & Experience

• Bachelor's degree or equivalent combination of education and experience required
• 3+ years training methodology experience required
• 2+ years financial services experience required
• 2+ years of call center training experience required
• 2+ years of experience in training design and development preferred

Compensation Range

Hourly: $26.70 - $31.50 (Amount based on relevant experience, skills, and competencies.)