Primary Location:
Oaktec Building
Locations:
Auburn Hills, MI US
Additional Locations:
Oaktec Building
Job Type:
Part-time
WorkBest Job Category:
Category B – 3-4 days in office on designated days/1-2 days remote
Job Category:
Call Center
Required Experience:
0-2 years
Overtime Status:
Non-Exempt
Job ID:
245121
Contact Center Agent Tier 2
Contact Center Agent Tier 2
The office is currently located in Auburn Hills and relocating to Farmington Hills in Q1 of 2024
Location: Oaktec Building
Shift: 12:00pm — 9:00pm Monday — Friday
Shift: 12:00pm — 9:00pm Monday — Friday
Our customer contact center is open Monday through Friday, 8am-9pm and Saturday, 8am-5pm.
What we can offer you
- Competitive compensation starting at $20.70
- Hybrid work schedule upon successful completion of introductory period
- Career Growth – promotional opportunities
- Afternoon shift hourly premium. Language (Spanish) hourly premium
Incentive program based on performance - Offers wide range of shifts Monday-Saturday
- Paid Time Off (PTO), Paid Holidays for Full Time/Part Time Employees
- Health, Dental, Vision, 401k match, Pension, and Life Insurance
- Earn $1,000 for every qualified new hire referral
- Comerica Call Center earned the Gold Award for Training Excellence!
- Looking to work with a diverse team? Join our Team!
A Contact Center Agent Tier 2 will have a passion for providing exceptional customer service whose main objective will be to assist customers with moderately complex requests, with a primary focus on Mastercard Debit Cards. Meet or exceed key performance metrics while handling a high call volume of in-bound calls in a fast-paced environment. Successful candidates possess strong communication skills, time management, problem solving, troubleshooting and organizational skills. The Customer Contact Center offers growth opportunities for those who seek advancement.
Position Responsibilities:
- Provide remarkable customer service by handling inbound and limited outbound calls, providing problem resolution.
- Support moderately complex customer interactions, such as identifying fraudulent transactions, filing disputes and investigations, closing, or ordering debit cards, etc.
- Complete less complex account requests such as balance inquiries, reviewing transaction history, check orders, disputing electronic payments, etc.
- Assist customers with basic web banking functions, such as unlocking and resetting passwords.
- Understand Comerica’s core products and services with the ability to recognize an opportunity to deepen the relationship.
- Meet or exceed individual productivity and quality assurance objectives.
- Able to effectively collaborate within and across teams and departments.
- Use problem solving tactics to analyze and troubleshoot customer challenges.
Position Qualifications:
- High school diploma or general education diploma (GED)
- 3 years of customer service experience
- Ability to multi-task, set priorities and manage time effectively
- Experience navigating Microsoft Office Products including Word, Excel and PowerPoint including system data entry, and Internet search
Preferred Qualifications
- 6 months experience in a financial services or equivalent environment
- Experience with Debit/ATM Card maintenance, disputes, and investigations
Oaktec Building11:00am – 5:00pm Monday – Saturday, Off Tues
