Digital Call Center Representative

M&T Bank•Williamsville, NY

5d•Hybrid

About The Position

As a Contact Center Service Representative, you will be the voice of M&T Bank, delivering exceptional service during inbound and outbound customer interactions. You will respond to inquiries about products and services and provide solutions across various business lines. M&T Bank aims to be one of the nation's strongest banks by prioritizing its customers and employees, encouraging staff to pursue personal career goals and make a difference.

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.