Municipalities Representative III
The Municipalities Representative role will be responsible for administrating Direct Express cardholder inquiries and complaints with an emphasis on understanding and applying Consumer Federal Regulations to the process of resolving Direct Express cardholder issues and complaints. This role will work directly with Comerica's Corporate Quality Process and Corporate Compliance teams as well as the vendors supporting the Direct Express program. Strong research and analytical skills are necessary. The role will require an individual to learn Comerica Bank's customer complaint system as well as multiple vendor customer service systems.
Position Responsibilities:
Develop and manage strong relationships with Comerica Quality Process, Comerica Corporate Compliance, and Direct Express vendors.
Provide prompt, professional, and competent Government Card administration to various areas within Comerica.
Possess or develop a strong understanding of the Bank's Corporate Wide Customer Complaint System and be able to create and analyze reports.
Possess analytical skills to complete a review of activities and actions that occurred with precise detail.
Possess a working knowledge and understanding of Consumer Federal Regulations especially the Prepaid Rule and apply them in review of consumer complaints.
Be able to identify customer complaint trends or system issues at the processors and raise to management's attention.
Possess the ability to effectively summarize events in writing including the identification of Standard Operating Procedure failures or deficiencies.
Provide prompt, accurate information regarding cardholder complaint cases to Senior Management for regulatory investigations.
Meet internal compliance and regulatory reporting requirements.
Develop and manage strong relationships with card processing vendors and association.
Participate in Corporate project administration plans and objectives with other internal areas within Comerica including but not limited to: Commercial Bank, Retail Banking, Legal, Compliance, and Technology & Operations.
Understand and follow local, regional, and global competitors.
Assure that agencies are kept updated with legal, compliance and other vital information.
Position Qualifications
Bachelor's degree from an accredited university or 5 years of experience solving complex customer issues
4 years of experience working with customers or vendors on strategic or tactical customer initiatives
4 years of experience working with investigative techniques and methods as in an auditing or compliance role
4 years of experience working with the application of policies and procedures to retail customer activities
**In addition to the qualifications listed above this position has been identified as having direct access to personally identifiable information (PII) as it relates to federal benefits recipients and therefore is subject to a periodic and enhanced background check process. You must prove that you are a U.S. citizen or a lawful permanent resident. Please note that an offer of employment is contingent upon the results of these additional requirements.
Oaktec Building
8:00am - 5:00pm Monday - Friday
Comerica is proud to be an Equal Opportunity Employer - veterans/individuals with disabilities, committed to workplace diversity.
