Hybrid role: 2 days onsite and 3 days remote located at the Amherst Center in Williamsville, NY location.

Schedule:

8 hour shift within timeframe Monday - Friday

Monday-Thursday 8 am - 5:30 pm

Friday: 8 am-6:30 pm

Sat: 8:30 am-12:30 pm

Overview

Provides exceptional service experience to our front-line colleagues to help them better service external customers of the bank, leading with empathy. Responds to incoming requests on bank products and services via phone and electronic channels to help customer-facing employees better service external customers of the Bank. As part of a team, builds trusted relationships with front line colleagues by assuring we are providing correct information and support.

Primary Responsibilities

• Provide exceptional service to customer facing colleagues in areas such as the branch, by providing information or completing a service transaction to support their servicing external customers of the Bank.
• Provides solutions for common requests and escalates complex customer needs to the appropriate team
• Leverages resources and works collaboratively with our front-line colleagues to provide awareness of self-service opportunities for the future to enhance the experience for our internal colleague and/or external customer.  
• Document all contacts electronically detailing the interaction as required, to provide a record for future activity and identify recurring problems.  
• Identify and escalate opportunities to improve our operating model.     
• Acquire and maintain knowledge and thorough understanding of pertinent operations policies and procedures to support service provided internal customer-facing areas.    
• 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 belonging 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.

Minimum Qualifications Required

Associates degree, or in lieu of a degree, a combined minimum of 3 years’ higher education and/or work experience

 Minimum 1 year work experience in a customer service environment

Organized individual with an ability to multi-task and be detail-oriented in a fast paced environment

Strong verbal and written communication skills       

Strong personal computer skills, familiarity with internet and user-level technology

Possesses a Customer Centric mindset and focus

Preferred Qualifications

Bachelors Degree

Knowledge of Bank products, services and branch operations

Strong problem-solving skills

Bi-lingual

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.57 - $30.95 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