Contact Center Agent Tier 2

Comerica - Auburn Hills, MI

Part-time,Full-time - Entry Level

Auburn Hills, MI

Credit Intermediation and Related Activities

About the position

The Contact Center Agent Tier 2 role at Comerica Bank focuses on delivering exceptional customer service, primarily assisting customers with Mastercard Debit Card inquiries and issues. The position requires handling moderately complex requests and maintaining high performance metrics in a fast-paced environment. The role offers opportunities for career growth and a hybrid work schedule after the introductory period.

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, and closing or ordering debit cards.
• Complete less complex account requests such as balance inquiries, reviewing transaction history, and disputing electronic payments.
• 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 opportunities to deepen customer relationships.
• Meet or exceed individual productivity and quality assurance objectives.
• Effectively collaborate within and across teams and departments.
• Use problem-solving tactics to analyze and troubleshoot customer challenges.

Requirements

• 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.

Nice-to-haves

• 6 months experience in a financial services or equivalent environment.
• Experience with Debit/ATM Card maintenance, disputes, and investigations.

Benefits

• Competitive compensation starting at $20.70.
• Hybrid work schedule upon successful completion of introductory period.
• Career growth with promotional opportunities.
• Afternoon shift hourly premium and language (Spanish) hourly premium.
• Incentive program based on performance.
• Wide range of shifts available Monday-Saturday.
• Paid Time Off (PTO) and 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.