Contact Center Service Representative

M&T Bank•Williamsville, NY

7d•Hybrid

About The Position

As a Contact Center Service Representative at M&T Bank, you will handle inbound and outbound customer interactions, respond to questions about bank products and services, and provide solutions across various business lines. The role is based in Williamsville, New York. The first six months are fully on-site; after six months, employees who are performing successfully may work from home one day per week. The position is full-time, with a regular schedule of Monday through Friday, 9:30 AM to 6:00 PM, plus a rotating weekend day (Saturday or Sunday), 9:00 AM to 5:00 PM. Paid training is provided Monday through Friday, 9:30 AM to 6:00 PM for several weeks. The listed pay is $19–$23 per hour based on experience, plus a 10% shift differential. The posting also states a broader pay range of $18.00–$28.31 per hour.

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.

Nice To Haves

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

Responsibilities

Identify customer needs and respond to incoming questions about bank products and services by providing information or completing service transactions.
Suggest alternative bank products or services when appropriate to meet customer needs, support retention, and expand customer relationships.
Research and resolve customer complaints or account and service problems in a timely and accurate manner, escalating complex issues as appropriate.
Take ownership of customer issues through resolution or escalation and follow up after servicing to confirm customer needs and expectations have been met.
Follow company risk and regulatory standards, policies, and controls in accordance with the company’s Risk Appetite.
Identify risk-related issues that need to be escalated to management.