Contact Center Service Representative
: Job Details :

Contact Center Service Representative- Retail

Location: Buffalo, NY. This is an on-site position for the first three 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: 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 Hourly (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