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:
246867
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 verbal and written communication skills
- 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 Campus12:30pm-9pm Monday – Friday