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Retail Support Center Team Manager in Auburn Hills

Comerica Auburn Hills, MI
  • Expired: May 23, 2019. Applications are no longer accepted.

Retail Support Center (RSC) Support Supervisor The Retail Support Center Supervisor position will be responsible for the management of a team of approximately 15-20 direct repports to perform centralized transactions for the Banking Centers reducing their operational burden and allowing them to focus on adding value to our customers. Supervisor makes management decisions regarding staffing and hiring, coaching and managing performance and operational risks, along with achieving service level goals while also providing peer to peer coachingsupport. In addition, this position represents Retail Operations and the production environment of the Banking Centers on projects when requested. Position Competencies Successful incumbents possess strong listening skills; business acumen; composure, decision quality; detail oriented, have problem solving skills, action oriented, have the ability to train and develop others, and have data analysis skills. Position Responsibilities: * Leadership and Management Support * Monitor performance and quality of service provided by Retail Support Center staff. * Ensure staff are properly trained and configured to handle Banking Center request. * Complete performance reviews and Human Resource functions for all direct reports. * Ensure compliance of all Audit controls for the department. * Ensures staffing of team(s) to effectively support Banking Center calls. * Branch Operations and Procedure Support * Interact with Banking Center management and internal operating departments involving all facets of operations, procedures, policies, computer applications and related technology not handled at the first level of support. This includes providing direction to staff for resolution of complex problems not resolved at the first level of the call. * Provides feedback and supporting documentation when necessary to Retail or Banking Center Management to help identify and mitigate trends. * Risk Management * Maintenance of Business Continuity Plan documentation and senior coordinator responsibilities within the plan. * Directs the daily completion of Regulation O Overdraft controls and reacts to exceptions to avoid regulatory impact to the corporation. Insures wire transfer controls are strictly adhered to. * Ensure Regulation D and Customer Identification Program (CIP) verifications for the Banking Centers are handled correctly, efficiently and within required Service Level Agreement (SLA). Relocation Relocation assistance is not provided for this position. Travel Travel is not required for this position. * Bachelor's degree OR High School Diploma with 3 years of Banking Center experience * 5 years of Call/Contact Center experience * 5 years of technical support OR trouble shooting experience * 3 years of Banking or Financial services experience * 3 years of experience utilizing Microsoft Office Products including Word, Excel, Powerpoint. Including Windows based applications, system data entry and internet search * 3 years of Team leadership experience Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled



Auburn Hills, MI
48321 USA