Lead Call Center Agent
The Lead Call Center Agent will be responsible for contributing to the overall success of the Customer Contact Center. This role will be coaching, developing, and mentoring new and existing agents across all lines of business, in support of our overall customer experience. This role will also demonstrate experience with handling high complexity customer intersections with advanced understanding of all products and services.
Position Responsibilities:
Customer Support
- Provide remarkable customer service by handling inbound and outbound calls, offering problem resolution to support high complexity customer interactions across all lines of business.
- Demonstrate advanced understanding of all products and services across all lines of business.
Leadership Team Support
- Frequently train and mentor less experienced colleagues.
- Able to effectively collaborate across all lines of business and functional areas.
- Provide feedback on important improvement opportunities across tools, products, and processes for all lines of business.
- Collaborate with Learning and development department to promote synergy and assist in identification and coordination of cross-training opportunities.
- Assist in developing communications, workshops, and knowledge tools for internal and external customers.
- Demonstrate leadership skills and courage and act as an example to others in displaying strong listening and informing skills, time management skills, communication skills and the ability to motivate and direct others.
- Meet or exceed individual productivity and quality assurance objectives.
Position Qualifications:
- High school diploma or general education diploma (GED)
- 2 years of experience in Financial Services, Retail or Contact Center
- 2 years of experience coaching/mentoring/shadowing team members
- 1 year of experience in project participation and operational support
- 1 year of experience utilizing Microsoft Office Products including Word, Excel and PowerPoint including Windows based applications
About Comerica
We know our employees are critical to our overall success and we are dedicated to investing in their future. One of the ways we do this is to offer a comprehensive Total Rewards package designed to recognize and reward individual performance, as well support health, well-being, development and security for our colleagues and their family. Total Rewards consists of cash compensation, development and flexible benefit programs designed to meet individual needs today and in the future. Your salary will be commensurate with your work experience and our programs are reviewed regularly to ensure each remain competitive. We are proud to offer benefits such as health and welfare programs, strong retirement benefits, and generous paid time off programs. You and your eligible family members, including domestic partners and their children, can participate in medical, dental, and vision benefits, 401(k) and pension, income protection benefits such as life insurance, AD&D, and supplemental health programs to offset unexpected health care expenses. We also have a variety of time off programs for things like vacation, sick time, disability, and parental leave. Eligibility for some programs varies based on employment status and tenure.
Upon offer, Comerica conducts a comprehensive background and fingerprint check.
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 into three major business segments; the Commercial Bank, the Retail Bank, and Wealth Management. Comerica's 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.
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Comerica Bank
life insurance, parental leave, paid time off, sick time, 401(k)
Mar 20, 2025