Contact Center Agent Tier 2

Comerica

  • Auburn Hills, MI
  • Permanent
  • Full-time
  • 26 days ago
Contact Center Agent Tier 2The office is currently located in Auburn Hills and relocating to Farmington Hills in Q1 of 2024Location: Oaktec Building
Shift: 12:00pm -- 9:00pm Monday -- FridayOur 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 9:30am - 6:00pm Monday - Friday, Off Thursday, 8:30am - 5:00pm Saturday

Comerica