Contact Center Specialty Service Representative- Digital

M&T Bank•Williamsville, NY

7d•$19 - $31•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. M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.68 - $31.14 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation. Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people’s lives and uplift the communities we serve. M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&T’s affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Bank’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. M&T Bank has a network of over 1,000 branches and 2,200 ATMs that span 12 states from Maine to Virginia and Washington, D.C. For more than 165 years, M&T has strived to take an active role in our communities and build long-lasting relationships with our customers. We are a bank for communities—combining the capabilities of a large bank with the care of a locally focused institution. As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values – integrity, ownership, collaboration, curiosity, and candor – drive the work we do. We seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members.

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
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/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.
Serve as point of contact for newly-hired agents for basic questions and mentoring throughout the new hire training process.