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