Digital Call Center Representative

M&T Bank • Williamsville, NY

1d • Onsite

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)
• 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.

Benefits

• Paid training Monday - Friday 8:00am to 4:30pm for several weeks
• Overtime and Shift Differential
• Paid Time Off
• Health Care Benefits
• Retirement Savings Plan
• Tuition Reimbursement
• Professional Development
• competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees