Contact Center Agent Tier 2

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

Qualifications

External

• Highschool 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: 10:15am-6:45pm Monday - Friday

Salary: To Be Determined Based on Individual Experience