Contact Center Inbound Customer Care Representative Full Time-1300453
Contact Center Inbound Customer Care Representative
We invite you to explore the award-winning culture, people, rewards and opportunities that make Comerica Bank so special. Make your next career choice a confident one. The Contact Center Inbound Customer Care 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 inbound calls in a fast paced environment and will process requests within an assigned authority. 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.
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.
Comerica Bank uses IBM Lotus Notes for database, calendaring and e-mail functions.
This Contact Center Inbound Customer Care Representative position is located at 1508 W. Mockingbird Lane Dallas, TX 75235 and reports to the Contact Center Supervisor. This position has no direct reports.
a. Meet or exceed individual productivity and quality referral goals.
b. Recognize cross sell opportunities and refer customer to the internal sales team.
c. Provide remarkable customer service by handling inbound customer service calls, offering problem resolution, developing the consumer knowledge of products and communicating and documenting responses effectively.
d. Refer loans and deposit products to consumer and small business customers.
e. Review and process exceptions and errors associated with information processing activity.
f. Discover customer needs through the use of probing techniques and other sales tools.
g. Maintain current knowledge on Comerica products.
h. Actively participate in sales meetings and offer creative ideas.
i. Setup new customer accounts and perform account maintenance as needed.
j. Provide basic services to customers such as phone fund transfers, stop payment processing, account activity and history, account balances, statement information and overdraft information.
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.
e. Attend product training seminars and workshops.
a. Support our national contact centers and customers in various markets.
b. Participate in team meetings, huddles and sales blitz.
c. Provide suggestions to activities as it relates to promoting products.
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.
Travel is not required of this position.
- High school diploma or general education diploma (GED)
- 2 years customer service experience
- 2 years of retail, financial sales or call/contact center experience
- 2 years Microsoft Windows applications, systems data entry and internet search experience
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 & Institutional Management. Comerica's more than 9,200 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.
Upon offer, Comerica conducts a comprehensive background check and a hair follicle drug test. Upon hire, a fingerprinting check is completed.
Comerica is proud to be an Equal Opportunity Employer, committed to workplace diversity.
Primary Location : US-TX-Dallas
Job: Customer Service
Shift: Day Shift
Work Hours (Example: 8:00am - 5:00pm Monday - Friday): 8:00am - 5:00pm Monday - Friday
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