Customer Support Specialist - BankCard Fraud

Customer Support Specialist – Bankcard Fraud

Location:

811 Main St, Kansas City, Missouri 64105

Employment Type:

Full time

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. Our culture focuses on our people, the communities we serve, and the individuals that work with us. Here, you’ll find opportunities to grow and learn, connect with others, and build relationships.

We invest in you and strive to create an award‑winning culture built on our 160+ year legacy.

This Commerce Bank Fraud Team is an integral part of our ongoing efforts to prevent and limit debit, consumer credit, and commercial credit card losses to the bank through education, early detection, and investigative processes. The Fraud Specialist serves on the frontline of our Fraud Team and provides critical assistance to our valued customers in times of need 24 hours/day. If you want to help fight fraud and be a crucial resource for our customers, this is the team for you!

• 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, Master Card, 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 utilising 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 if card activity is not working properly, such as declined authorisations.
• Maintain the multiple application credit card functionality.
• Perform other duties as assigned.

• 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 rules.
• Ability to maintain professionalism with customers during difficult situations while maintaining a high degree of confidentiality.
• Motivated and organised 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 a related field or equivalent experience required.
• 1+ years of banking and/or fraud experience required.
• Chargeback experience preferred.

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 Support Specialist – Bankcard Fraud job and contemplates a wide range of factors that are…