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 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:

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