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 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