Contact Center Agent Tier 2
The office is currently located in Auburn Hills and relocating to Farmington Hills in Q1 of 2024
Location: Oaktec Building
Shift: 12:00pm -- 9:00pm Monday -- Friday
Our customer contact center is open Monday through Friday, 8am-9pm and Saturday, 8am-5pm.
What we can offer you
* Competitive compensation starting at $20.70
* Hybrid work schedule upon successful completion of introductory period
* Career Growth - promotional opportunities
* Afternoon shift hourly premium. Language (Spanish) hourly premium
Incentive program based on performance
* Offers wide range of shifts Monday-Saturday
* Paid Time Off (PTO), Paid Holidays for Full Time/Part Time Employees
* Health, Dental, Vision, 401k match, Pension, and Life Insurance
* Earn $1,000 for every qualified new hire referral
* Comerica Call Center earned the Gold Award for Training Excellence!
* Looking to work with a diverse team? Join our Team!
A Contact Center Agent Tier 2 will have a passion for providing exceptional customer service whose main objective will be to assist customers with moderately complex requests, with a primary focus on Mastercard Debit Cards. Meet or exceed key performance metrics while handling a high call volume of in-bound calls in a fast-paced environment. Successful candidates possess strong communication skills, time management, problem solving, troubleshooting and organizational skills. The Customer Contact Center offers growth opportunities for those who seek advancement.
Position Responsibilities:
* Provide remarkable customer service by handling inbound and limited outbound calls, providing problem resolution.
* Support moderately complex customer interactions, such as identifying fraudulent transactions, filing disputes and investigations, closing, or ordering debit cards, etc.
* Complete less complex account requests such as balance inquiries, reviewing transaction history, check orders, disputing electronic payments, etc.
* Assist customers with basic web banking functions, such as unlocking and resetting passwords.
* Understand Comerica's core products and services with the ability to recognize an opportunity to deepen the relationship.
* Meet or exceed individual productivity and quality assurance objectives.
* Able to effectively collaborate within and across teams and departments.
* Use problem solving tactics to analyze and troubleshoot customer challenges.
Position Qualifications:
* High school diploma or general education diploma (GED)
* 3 years of customer service experience
* Ability to multi-task, set priorities and manage time effectively
* Experience navigating Microsoft Office Products including Word, Excel and PowerPoint including system data entry, and Internet search
Preferred Qualifications
* 6 months experience in a financial services or equivalent environment
* Experience with Debit/ATM Card maintenance, disputes, and investigations
Oaktec Building
9:15a-5:45p M-Th Sat 8:30a-5p off Friday
Comerica is proud to be an Equal Opportunity Employer - veterans/individuals with disabilities, committed to workplace diversity.