Contact Center Service Representative
About the role
M&T Bank is seeking a Contact Center Service Representative to join our team. This role involves responding to customer inquiries about bank products and services, suggesting alternative products, resolving customer complaints, and maintaining high standards of service.
Responsibilities
- Identify and address customer needs through appropriate methods, providing information or completing service transactions.
- Suggest alternative products or services to enhance customer relationships and retention.
- Research and resolve customer complaints or account issues, escalating complex problems as necessary.
- Follow up with customers after servicing to ensure their needs are met.
- Adhere to risk and regulatory standards, identifying and escalating issues as needed.
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 computer proficiency
- Proven problem-solving skills
- Understanding of customer service principles
Qualifications
- Minimum of 1 year of customer service, sales, or related experience
- Familiarity with Contact Center systems
- Experience in a fast-paced environment
Skills
- Needs identification and problem-solving skills
- Customer service principles
- Risk awareness and regulatory compliance
Benefits
- Paid training
- Overtime and shift differential
- Paid time off
- Health care benefits
- Retail savings plan
- Tuition reimbursement
- Professional development opportunities
Pay
The starting pay range for this position is $21.00 - $34.54 per hour (USD), based on experience. The exact salary will depend on the candidate's qualifications and performance.
Schedule
First 6 months: Full-time, Monday–Friday, 12:30 PM–9:00 PM / Rotating weekend day (Saturday or Sunday) 9:00 AM–5:00 PM
Contact Center Hours: Monday–Friday: 6:00 AM–9:00 PM/ Saturday & Sunday: 9:00 AM–5:00 PM
Contact
To apply, visit our careers page at [Insert Application Link Here]. For more information, contact [Insert Contact Information Here].