Contact Center Senior Service Representative (Safe Act)

M&T Bank•Williamsville, NY

8d•Hybrid

About The Position

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.

Requirements

High school diploma or equivalent (GED)
A minimum of 2 years' customer service, sales, or related bank experience
Strong communication skills
Strong telephone skills
Good organizational skills
Good time management skills
Basic familiarity with personal computers
Proven problem-solving skills
SAFE Act Certified within six months of job start
Knowledge of the customer service concept and its importance in developing and expanding relationships

Nice To Haves

Minimum of 2 years’ banking/financial services customer service, sales or related experience
Familiarity with Contact Center systems and frequently used forms, products and services
Strong knowledge of multiple Bank products, services and procedures
Experience functioning in a fast-paced environment

Responsibilities

Demonstrate and apply superior knowledge of Bank systems and products across multiple products and business lines in responding to customer requests and questions.
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 services.
Identify opportunities to suggest and cross-sell 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 more complex problems as appropriate to ensure their resolution.
Serve as point of contact for newly-hired agents for basic questions and mentoring throughout the new hire training process.
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.
Complete other related special assignments and projects as requested.
Set-up prospect and customer appointments based on inbound referrals or through outbound sales contacts.
Follow-up with customers on applications or sales activities to ensure customer needs and expectations are met and pending sales documentation is complete to ensure timely close.
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.
Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.
Complete other related duties as assigned.