Customer Service Representative
The Customer Service Representative (CSR) will be responsible for contributing to the overall success of a Retail Banking Center by committing to banker-readiness, conducting marketing activities leading to revenue growth in loans, deposits and noninterest income, contributing to the prescribed customer experience levels, maintaining disciplined operational objectives, while striving for excellence in execution in each of the mentioned areas. This role's work schedule will involve occasional evenings and Saturdays and requires the lifting and movement of currency/coin packages weighing up to 25 pounds. Depending on this role's location, this position could require extended periods of standing.
Position Competencies
Successful incumbents have composure, listening skills, a drive for results, time management, are customer focused, and can develop peer relationships.
Position Responsibilities:
Marketing Activities
•Execute the proactive marketing activities for the attraction, retention and expansion of customers.
•Complete assigned Daily Planning activities.
•Actively engaged in Banker Readiness by developing an in-depth knowledge of consumer and small business products and services.
•Provide for Customer Engagement by introducing customers to Comerica's product and services and addressing customer questions, e.g., how-to use products and services and follows-up on a timely basis.
•Support Consumer and Business Development, work targeted leads as assigned, update customer information, and identify customer needs.
•Actively participate in Marketing Activity meetings and offer creative ideas.
•Provide transactional customer service, including but not limited to the following: accept and process deposits, withdrawals and payments and handle other over the counter and mail transactions.
•Provide remarkable customer service through all customer interactions, opening new accounts, problem resolution, telephone answering, safe deposit access, etc.
•Impact the revenue growth of the Banking Center.
•Other duties as assigned.
Operational Risk
•Ensure compliance with applicable federal, state and local laws and regulations, and Comerica's policies and procedures.
•Ensure compliance and completion of necessary compliance related training.
•Adhere to all Banking Center Risk Assessment and Compliance standards.
•Control losses by following policies and procedures.
•Subject Matter expert for all Banking Center Operational Activities Tool (BOAT) assigned tasks to ensure proper completion of tasks.
•Other duties as assigned.Customer Experience
•Able to assess needs and add value to customers and prospects.
•Introduce and refer customers to the Platform through routine interactions.
•Perform routine customer requests.
•Resolve basic customer complaints.
•Maintain positive customer relationships.
•Impact the customer experience following defined customer experience guidelines and other customer experience behaviors and feedback as needed.
•Other duties as assigned.Partnership
•Engage in activities that support Collaboration partnerships, partner engagement and relationships.
•Impact the efforts that support Banking Center Collaboration.
•Refer opportunities to the platform for further analysis in support of partner engagement.
•Other duties as assigned.
Position Qualifications
•High School Diploma OR GED
•6 months of experience in Retail or Financial sales OR 2 years of U.S. Military service OR 1 year of college
•1 year of experience in Customer Service
•1 year of experience with personal computer, system data entry or Internet searchAnn Arbor Regional Hdqtrs8:15am - 5:30pm Monday and Wednesday; 8:00am - 6:00pm Friday; 8:30am - 1:30pm Occasional Saturdays (**Part Time Hours will be assigned within the posted schedule)
Comerica is proud to be an Equal Opportunity Employer - veterans/individuals with disabilities, committed to workplace diversity.
