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Contact Center Agent Tier 2

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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 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 Oaktec Building 9:30am - 6:00pm Monday - Friday, Off Thursday, 8:30am - 5:00pm Saturday Comerica is proud to be an Equal Opportunity Employer - veterans/individuals with disabilities, committed to workplace diversity.