Municipalities Representative IIEscalated Complaints Business Analyst
The Municipalities Representative II role will be responsible for administrating Direct Express consumer inquiries and complaints as well for understanding and applying consumer regulations, particularly the Electronic Funds Transfer Act to the process of resolving Direct Express cardholder issues and complaints. This role will have direct contract with Comerica Quality Process and with the vendors supporting the Direct Express program.
Position Competencies
Successful incumbents possess strong analytical skills and the ability to learn and use multiple vendor customer service systems.
Position Responsibilities:
- Coordinate project administration plans and objectives with other internal areas within Comerica including but not limited to: Commercial Bank, Retail Banking, Legal, Compliance, and Service Company.
- Provide prompt, professional and competent Government Card administration to various areas within Comerica.
- Meet internal compliance and regulatory reporting requirements.
- Develop and manage strong relationships with Comerica Quality Process and Direct Express vendors.
- Possess or develop a working knowledge and understanding of consumer regulations especially the Prepaid Rule and apply them in review of consumer complaints.
- Develop and manage strong relationships with card processing vendors and association.
- 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 4 years of experience solving complex customer issues
- 3 years of experience working with customers or vendors on strategic or tactical customer initiatives
- 3 years of experience working with investigative techniques and methods as in an auditing or compliance role
- 3 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.
Auburn Hills Operations Center8:00am - 5:00pm Monday - Friday
Comerica is proud to be an Equal Opportunity Employer - veterans/individuals with disabilities, committed to workplace diversity.