Contact Center Sales Representative (Safe Act)

Contact Center Sales Representative (Safe-Act)

Location: Williamsville, NY

Schedule: Full-time | Must have open availability Monday- Friday from 8am to 8pm and Saturdays from 9am to 3pm.

Work Arrangement: First 6 months: 100% on-site
After 6 months: If successfully performing, ability to work 1 day from home per week

Pay: $20-25 based on experience + ability to earn incentives

• Training: New hires will participate in a comprehensive paid onboarding and training program during their first several weeks. Training includes instructor-led learning, systems training, product and regulatory education, call handling practice, and on-the-job coaching to prepare employees for success in the role. Training is conducted on-site and attendance during scheduled training hours is required.

Overview: Serves as voice of the Bank by providing an outstanding experience for inbound and outbound customer interactions. Responds to incoming requests for information on Bank products and/or services and provides solutions for common customer requests across business lines. Offers basic sales solutions for customer needs on inbound and/or outbound calls and refers complex customer needs to the appropriate specialist.

Primary Responsibilities

• Identify and/or address customer needs by using appropriate needs identification methods, providing information or completing an appropriate application and/or service solution during the call.
• Identify opportunities to suggest and fulfill Bank products or services to 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’s needs until resolution or escalation and follow-up with the customer once servicing is complete to ensure their expectations have been met.
• Conduct scheduled appointments with current and potential clients, across all hours of business, leveraging phone and/or video capabilities to best meet client needs.
• Complete inbound and outbound call activities in multiple queues as required.
• Set-up prospect and customer appointments based on inbound referrals or through outbound sales contacts.
• 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.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Complete other related duties, including related special assignments and projects as assigned.

Scope of Responsibilities

The jobholder interacts with external customers and internal teams.

Managerial/Supervisory Responsibilities

Not Applicable

Education and Experience Required

• High school diploma or equivalent (GED)
• A minimum of 6 months’ proven sales, customer service, and/or other related work experience
• Good communication skills
• Strong telephone skills
• Good organizational skills
• Good time management skills
• Basic familiarity with personal computers
• Proven problem-solving skills
• Knowledge of the customer service concept and its importance in developing and expanding relationships
• SAFE Act certified within 30 days of job start

Education and Experience Preferred

• Minimum of 1 year’s sales, customer service and/or other related work experience
• Familiarity with Contact Center systems
• Experience functioning in a fast-paced environment