Job DescriptionContact 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 weeksOvertime and Shift DifferentialPaid Time OffHealth Care BenefitsRetirement Savings PlanTuition ReimbursementProfessional 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 experienceGood communication skillsStrong telephone skillsGood organizational skillsGood time management skillsBasic familiarity with personal computersProven problem-solving skillsKnowledge 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 experienceFamiliarity with Contact Center systemsExperience functioning in a fast-paced environment

Physical Requirements:

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M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.00 - $25.76 (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

LocationWilliamsville, New York, United States of America