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About the Role
As a Contact Center Service Representative, you’ll be the voice of M&T Bank, delivering exceptional service during inbound and outbound customer interactions. You’ll respond to inquiries about our products and services and provide solutions across various business lines.
Responsibilities
- Identify and/or address customer needs by using appropriate needs identification methods, providing information or completing a service transaction in response to incoming questions regarding Bank products and/or services.
- Identify opportunities to suggest alternative Bank products or services to better suit the needs of customers while contributing to customer retention and expanding their overall relationship with the Bank.
- Research customer complaints or problems related to their accounts or Bank services and resolve them in a timely and accurate manner; escalate complex problems as appropriate to ensure their resolution.
- Take ownership of the customer issue until resolution or escalation and follow-up with the customer once servicing is complete to ensure their immediate needs and expectations have been met.
- Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.
Requirements
- High school diploma or equivalent (GED)
- At least 6 months of proven experience in sales, service, or a related field
- Strong communication and telephone skills
- Good organizational and time management abilities
- Basic familiarity with personal computers
- Proven problem-solving skills
- Understanding of customer service principles and their role in relationship-building
- Minimum of 1 year of customer service, sales or related experience
- Familiarity with Contact Center systems
- Experience functioning in a fast-paced environment
Skills
- Communication skills
- Telephone skills
- Organizational skills
- Time management skills
- Computer proficiency
- Problem-solving skills
- Customer service principles
- Contact Center systems
- Fast-paced environment adaptability
Location
- Williamsville, NY
- Williamsville, New York, United States of America
Work Type
- Full-time
- On-site
- Hybrid
Experience Level
- 6 months of proven experience in sales, service, or a related field
- Minimum of 1 year of customer service, sales or related experience
Education Level
- High school diploma or equivalent (GED)
Salary/Compensations
- $19–$23 per hour + 10% Shift Differential
- $18.00 - $28.31 Hourly (USD)
Benefits
- Paid training
- Overtime
- Shift Differential
- Paid Time Off
- Health Care Benefits
- Retirement Savings Plan
- Tuition Reimbursement
- Professional Development
About the Company
- We've become one of the nation's strongest banks by knowing what matters most to our customers – and our employees.
- Experience the advantages of working in a large company with the rewards of working in a local, community-focused organization.
- You'll be encouraged to pursue your personal career goals and make a difference in ways that matter most to you.
- M&T Bank is committed to fair, competitive, and market-informed pay for our employees.