Contact Center Sales Representative (Safe-Act)

Location: Buffalo, NY- Amherst Center. Training will be 100% onsite. The position will be hybrid out of the Amherst Center after successfully completing training.

Hours: Full-time. Must be available M-F 8am to 8pm/Sat 9am to 3pm

Overview:

Serves as voice of the Bank by providing an outstanding experience for inbound and outbound customer interactions.  Responds to incoming requests for information on Bank products and/or services and provides solutions for common customer requests across business lines.  Offers basic sales solutions for customer needs on inbound and/or outbound calls and refers complex customer needs to the appropriate specialist.

Primary Responsibilities:

• Identify and/or address customer needs by using appropriate needs identification methods, providing information or completing an appropriate application and/or service solution during the call.

• Identify opportunities to suggest and fulfill Bank products or services to 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’s needs until resolution or escalation and follow-up with the customer once servicing is complete to ensure their expectations have been met.

• Conduct scheduled appointments with current and potential clients, across all hours of business, leveraging phone and/or video capabilities to best meet client needs.

• Complete inbound and outbound call activities in multiple queues as required.

• Set-up prospect and customer appointments based on inbound referrals or through outbound sales contacts.

• 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. Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.

• Complete other related duties, including related special assignments and projects 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, customer service, and/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

• SAFE Act certified within 30 days of job start

Education and Experience Preferred:

• Minimum of 1 year’s sales, customer service and/or other related work experience

• Familiarity with Contact Center systems

• Experience functioning in a fast-paced environment

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.00 - $28.11 (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