Contact Center Service Representative

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.

What You’ll Do

• 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.

Minimum Qualifications

• 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

Preferred Qualifications

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

Schedule

Full-time | Monday–Friday, 10:00 AM–6:30 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.

Pay

$19–$23 per hour (based on experience) + 10% Shift Differential.

Benefits

• Paid training Monday - Friday 10:00 am to 6:30pm for several weeks
• Overtime and Shift Differential
• Paid Time Off
• Health Care Benefits
• Retirement Savings Plan
• Tuition Reimbursement
• Professional Development