Primary Location:
Comerica Great Lakes Campus
Locations:
Farmington Hills, MI US
Additional Locations:
Comerica Great Lakes Campus
Job Type:
Full-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:
246620
Contact Center Agent Tier 2
- Provide remarkable customer service by handling inbound and outbound calls, offering problem resolution to support moderate complexity of customer interactions across all lines of business by offering problem resolution.
- Understanding of Comerica’s core products and services with the ability to recognize an opportunity to deepen the relationship with moderately complex Comerica products and services.
- Demonstrates understanding of system and transactions to support moderately complex customer interactions.
- Complete account requests such as balance inquiries, reviewing transaction history, check orders, funds transfer etc.
- Support moderately complex customer interactions, such as closing, or ordering replacement debit cards, travel notes, general debit card inquiries, etc.
- Assist customers with basic web banking functions, such as unlocking and resetting passwords, mobile banking and alert inquiries, web banking troubleshooting.
Effectively collaborate within and across teams and departments.
Use problem solving tactics to analyze and troubleshoot customer challenges
- Ensure compliance with applicable federal, state and local laws and regulations.
- Meet or exceed individual productivity and quality assurance objectives.
- Ability to effectively collaborate within and across teams
- Ability to multi-task, set priorities and manage time effectively.
- Ability to handle a high volume of in-bound calls in a fast-paced environment.
- Strong active listening and empathy skills including the ability to be attentive, patient and non-judgmental so customers feel their issues are truly being heard.
- Strong problem-solving skills including the ability to recognize and offer alternative options and help the customer resolve their issue.
- Ability to resolve any conflicts in a non-confrontational and productive manner.
Strong organizational skills. - Strong communication skills both verbal and written.
- Highschool Degree/GED
- 3 Years Customer Service Experience
- 2 Years Retail, Financial Sales, or Call/Contact Center
- 2 Years Experience navigating Microsoft Office Products including Word, Excel and PowerPoint including system data entry, and Internet search
- Experience in a financial services or equivalent environment
- Experience with Debit/ATM Card maintenance, disputes, and investigations
Comerica Great Lakes Campus8am-4:30pm Monday-Saturday Thursday- OFF