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Comerica Bank · 1 month ago

Contact Center Agent Tier 2

Farmington Hills, MI, 48331, United States

Full-time

Onsite

New Grad, Entry Level

Comerica Bank is looking for a Contact Center Agent Tier 2 to contribute to the success of their National Contact Center. The role involves handling a high volume of inbound calls while ensuring customer satisfaction and compliance with regulations.

CommercialFinanceFinancial Services

Responsibilities

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

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

Qualification

Customer serviceProblem-solvingActive listeningTime managementOrganizational skillsVerbal communicationWritten communicationConflict resolution

Required

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

Successful completion of Internal Tier 2 Training Modules