Contact Center Online Banking Representative The Contact Center Online Banking Representative is responsible for contributing to the overall success of our National Contact Center by meeting or exceeding prescribed customer service levels and executing operational objectives. This position handles a high volume of in-bound calls in a fast paced environment related to trouble shooting basic on-line and mobile banking issues. This position's work schedule may include occasional evenings and Saturdays. This position also requires sitting for extended periods of time and using a standard headset while communicating with customers by phone. Position Competencies Successful incumbents possess functional and technical skills, technical learning, problem solving skills, are informing, a drive for results, written communication skills, ethics and values, composure, listening skills and are focused on the customer.
a. Meet or exceed individual productivity and quality referral goals. b. Analyze and resolve problems quickly while communicating effectively and documenting responses. c. Provide remarkable customer service by handling inbound and outbound customer service calls and offering problem resolution. d. Resolve customer disputes such as late charges, missing payments and misapplied payments. e. Troubleshoot and resolve on-line and mobile banking issues with emphasis on customer service. f. Develop an in-depth knowledge of consumer products and services and referring loans and deposit products to consumer and small business customers. g. Actively participate in sales meetings and offer creative ideas.
a. Ensure compliance with applicable federal, state and local laws and regulations, and Comerica's policies and procedures. Ensure compliance and completion of necessary compliance related training. b. Adhere to all contact center audit and compliance standards. c. Control losses by following policies and procedures. d. Successfully complete Contact Center training.
a. Support our national contact centers and customers in various markets. b. Participate in team meetings, huddles and training. c. Provide suggestions to activities as it relates to promoting products.
Relocation No relocation assistance is provided for this position. Travel Travel is not required of this position.
* High school diploma or general education diploma (GED) * 3 years customer service experience * 3 years of retail, financial sales OR call/contact center experience 3+ years of US Military service and 1 year Contact Center Inbound CCR experience * 3 years Microsoft Windows applications, systems data entry AND internet search experience * 1 year of providing technical assistance to customers
As a part of our review and selection process, you may be invited to complete a Video Interview for further consideration.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled