Contact Center Service Representative (9:30am to 6:00pm)

M&T Bank is one of the nation's strongest banks, focusing on customer satisfaction and community engagement. The Contact Center Service Representative will deliver exceptional service during customer interactions and respond to inquiries about the bank's products and services.

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
• 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

Skills

• High school diploma or equivalent (GED)
• At least 6 months of proven experience in sales, service, or a related field
• Strong communication and telephone skills
• Good organizational and time management abilities
• Basic familiarity with personal computers
• Proven problem-solving skills
• Understanding of customer service principles and their role in relationship-building
• Minimum of 1 year's customer service, sales or related experience
• Familiarity with Contact Center systems
• Experience functioning in a fast-paced environment

Benefits

• Paid training Monday - Friday 9:30am to 6:00pm for several weeks
• Overtime and Shift Differential
• Paid Time Off
• Health Care Benefits
• Retirement Savings Plan
• Tuition Reimbursement
• Professional Development

Company Overview

Company H1B Sponsorship