Contact Center Agent Tier 2
Summary
This position is responsible for contributing to the overall success of our National Contact Center by meeting or exceeding customer satisfaction goals, achieving prescribed customer service levels and executing operational objectives. This position handles a high call volume of in-bound calls in a fast-paced environment while processing customer requests for their banking inquiries. This position's structured work schedule may require overtime, evenings, and Saturdays. The role requires sitting for extended periods of time and using a headset for communicating with customers by phone.
Customer Support
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
Risk and Compliance
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.
Job Specific Skills
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 Successful completion of Internal Tier 2 Training Modules.
Position Qualifications
High School 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
Preferred
Experience in a financial services or equivalent environment Experience with Debit/ATM Card maintenance, disputes, and investigations
Work Best Category: Category B - 3-4 days in office on designated days/1-2 days remote
Hours: 9:30am - 6:00pm Monday - Friday
Salary: To Be Determined Based on Individual Experience
About Comerica
We know our employees are critical to our overall success and we are dedicated to investing in their future. One of the ways we do this is to offer a comprehensive Total Rewards package designed to recognize and reward individual performance, as well support health, well-being, development and security for our colleagues and their family. Total Rewards consists of cash compensation, development and flexible benefit programs designed to meet individual needs today and in the future. Your salary will be commensurate with your work experience and our programs are reviewed regularly to ensure each remain competitive. We are proud to offer benefits such as health and welfare programs, strong retirement benefits, and generous paid time off programs. You and your eligible family members, including domestic partners and their children, can participate in medical, dental, and vision benefits, 401(k) and pension, income protection benefits such as life insurance, AD&D, and supplemental health programs to offset unexpected health care expenses. We also have a variety of time off programs for things like vacation, sick time, disability, and parental leave. Eligibility for some programs varies based on employment status and tenure.
Upon offer, Comerica conducts a comprehensive background and fingerprint check. Your fingerprints will be used to check the criminal history records of the FBI and may be subscribed in the FBI's Record of Arrest and Prosecution Background ("RAP Back") service, which provides ongoing notification to the Company of any updates to your criminal history.
NMLS certification requirement: where applicable, a favorable background check screening, credit check, fingerprint check, and NMLS certification is required in accordance with the SAFE Act.
Comerica Incorporated (NYSE: CMA) is a financial services company headquartered in Dallas, Texas, and strategically aligned into three major business segments; the Commercial Bank, the Retail Bank, and Wealth Management. Comerica's colleagues focus on relationships, and helping people and businesses be successful. In addition to Texas, Comerica Bank locations can be found in Arizona, California, Florida and Michigan, with select businesses operating in several other states, as well as in Canada and Mexico.
Comerica is proud to be an Equal Opportunity Employer - disability/veteran.
Comerica is proud to be an Equal Opportunity Employer - veterans/individuals with disabilities, committed to workplace diversity.
