Contact Center Service Representative

Contact Center Service Representative- Retail

Location : Buffalo, NY . Candidate must be able to report into our office located in Buffalo, NY. Hybrid eligibility determined based on consistent successful performance.

Hours : Must have open availability to work 8 hour shifts 5 days per week between the hours of 6 : 00am - 9 : 00pm Monday through Friday and Saturday & Sunday 9 : 00am - 5 : 00pm.

Training : Full-time paid training is for several weeks. Monday - Friday 8 : 00am - 4 : 30pm.

Shift bids are available after the training period is completed as well as an opportunity to receive overtime. Shift differential is paid for all days scheduled to end after 8 : 15 PM.

Overview :

Serves 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.

Primary Responsibilities :

• 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.
• Complete other related special assignments and projects as requested.
• 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.

• Promote an environment that supports diversity and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Complete other related duties as assigned.

Scope of Responsibilities :

The jobholder interacts with external customers and internal teams.

Managerial / Supervisory Responsibilities :

Not Applicable

Education and Experience Required :

• 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 :

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.

Location

Williamsville, New York, United States of America