Contact Center Service Representative (12:30pm to 9:00pM)

M&T Bank•Williamsville, NY

21h•$19 - $23•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)
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

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

Responsibilities

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.