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Contact Center Agent Tier 2
Auburn Hills, MI
Job Description
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
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
Comerica is proud to be an Equal Opportunity Employer - veterans/individuals with disabilities, committed to workplace diversity.
Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full or Part Time
Required Education
High School or Equivalent
Required Experience
3+ years
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