Contact Center Service Representative
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 position is based in Williamsville, New York. The schedule is full-time, Monday through Friday from 9:30 AM to 6:00 PM, with a rotating weekend day (Saturday or Sunday) from 9:00 AM to 5:00 PM. 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 listed pay is $19–$23 per hour based on experience, plus a 10% shift differential. The broader stated pay range is $18.00–$28.31 hourly, with specific compensation based on the candidate’s knowledge, skills, and experience. Paid training is provided Monday through Friday, 9:30 AM to 6:00 PM, for several weeks.
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 building relationships.
Nice To Haves
- At least 1 year of customer service, sales, or related experience.
- Familiarity with Contact Center systems.
- Experience working in a fast-paced environment.
Responsibilities
- Identify and address customer needs using appropriate methods, provide information, or complete service transactions in response to questions about bank products and services.
- Identify opportunities to suggest alternative bank products or services that better meet customer needs, support customer retention, and expand customer relationships with the Bank.
- Research and resolve customer complaints or account and service problems accurately and promptly, escalating complex issues as appropriate.
- Take ownership of customer issues through resolution or escalation and follow up after servicing to ensure immediate needs and expectations have been met.
- Understand and follow company risk and regulatory standards, policies, and controls; identify risk-related issues that need escalation to management.
Benefits
- Paid training for several weeks.
- Overtime and shift differential.
- Paid time off.
- Health care benefits.
- Retirement savings plan.
- Tuition reimbursement.
- Professional development.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
