Contact Center Service Representative (10:00am to 6:30pm)

Location: Williamsville, NY. This is an 100% on-site position for the first 3 months - Job then changes to a hybrid status (2 days in the office/3 days at home) if you are successfully performing in the role.

Hours: Full-time- M-F 10:00am to 6:30pm with a rotating weekend day

Why M&T?

We've become one of the nation's strongest banks by knowing what matters most to our customers – and our employees. Experience the advantages of working in a large company with the rewards of working in a local, community-focused organization. You'll be encouraged to pursue your personal career goals and make a difference in ways that matter most to you.

About the Role

Our agents serve as voice of the Bank by providing an outstanding service experience for inbound and outbound customer servicing events.  Responds to incoming requests for information on Bank products and/or services and provides solutions for common customer requests across business lines.

What We Offer:

• Paid training Monday - Friday 12:30pm to 9:00pm for several weeks
• Overtime and Shift Differential
• Paid Time Off
• Health Care Benefits
• Retirement Savings Plan
• Tuition Reimbursement
• Professional Development

What you’ll do?

• 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.

Who do we need?

• High school diploma or equivalent (GED) and a minimum of 6 months’ proven sales, service, or other related work experience
• Good 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

Education and Experience Preferred:

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

Physical Requirements:

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