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Online Banking Representative
Comerica
Auburn Hills, MI, United States
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Job Description
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.
Position Responsibilities:
1. Service
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.
2. Compliance/Operations
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.
3. Teamwork
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.
Qualifications
• 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 or navigation support experience
As a part of our review and selection process, you may be invited to complete a Video Interview for further consideration.
About Comerica
We know that our employees are critical to our overall success. We are dedicated to investing in their future to maintain long-term relationships for lasting commitments. One of the ways we do this is to offer a comprehensive package of compensation and benefits programs which are regularly reviewed to maintain them at competitive levels. Your salary will be commensurate with your work experience.
Upon offer, Comerica conducts a comprehensive background check, fingerprint check and a drug test.
NMLS certification requirement: where applicable, a favorable background check screening, credit check, fingerprint check, and NMLS certification is required in accordance with the SAFE Act.
Comerica Incorporated (NYSE: CMA) is a financial services company headquartered in Dallas, Texas, and strategically aligned by the Business Bank, the Retail Bank, and Wealth Management. Comerica's more than 9,000 colleagues focus on relationships, and helping people and businesses be successful. In addition to Texas, Comerica Bank locations can be found in Arizona, California, Florida and Michigan, with select businesses operating in several other states, as well as in Canada and Mexico.
Comerica is proud to be an Equal Opportunity Employer - veterans/individuals with disabilities, committed to workplace diversity.