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Contact Center Sales Representative - 3DICQ in Williamsville, NY at M&T Bank

Date Posted: 5/5/2018

Job Snapshot

Job Description

Contact Center Sales 
Williamsville, NY
Full-time open availability is required
 
FUNCTION:
Sells a range of Retail Banking deposit and credit products and services to new and existing customers through inbound or outbound calls.  Provides basic information on Business Banking products.  Sends prospects/customer referrals to or sets-up prospect/customer appointments with the appropriate area as needed based on product and/or the campaign.  Follows-up with customers on applications or sales activities initiated though phone calls, Chat, as well as applications assigned from MTB.com or the specialist team, to ensure timely receipt of all required documentation for pending and approved sales to ensure timely close.  Works with the branch and customer to schedule loan closings.  Participates in inbound/outbound sales campaigns as needed to attract new and expand existing customer relationships.  Supports various pilot initiatives while applying appropriate strategies to retain customer accounts and expand customer relationships.  Ensures all supporting operational requirements are followed to ensure adherence to state and Federal regulations, the Bank Secrecy Act, USA Patriot Act, TCPA (Telephone Consumer Protection Act) and OFAC (Office of Foreign Asset Controls).  Responds to and resolves information inquiries from customers regarding Retail banking product line.  Adheres to the requirements of Federal registration under the SAFE Act.
 
POSITION RESPONSIBILITIES:
Identify customers’ financial needs through needs-based questions and present all appropriate options using knowledge of all products to ensure the right product is sold.  Ask customer for the sale and take application, schedule appointments, or send referral to appropriate area depending on product type.  Seek opportunities to bundle products and services to customers to expand relationships with them.
Review sales reports and associated systems for outstanding questions or documentation needed to process the application.  Communicate with the customer and relevant departments to gather all information or documentation as well as providing an application status update for the customer.  Communicate with the customer up through approval or account booking depending on the application type.
Ensure sales activities meet individual sales goals, including customer retention, acquisition and growth goals, cross-sell conversion goals and participate in sales promotions, to contribute to achievement of overall department goals.  Track sales/appointments as needed per campaign.
Support Bank guidelines for delivering exceptional customer experience including proactively greeting customers, using their name and ending each interaction by saying “Thank you for banking with M&T, is there anything else I can do for you today (customer name)?”   Maintain a professional manner to build customer confidence and trust.
Take ownership of account servicing and error resolution including resolving routine customer concerns and referring more complex issues to appropriate department, specialist, or supervisor. Follow-up on these issues as required to ensure timely and accurate resolution and convert servicing situations to sales/referral opportunities.
Follow consumer guidelines for accuracy and proper new account handling and exception processing.
Process a variety of Retail and Commercial transactions in an accurate and efficient manner according to Department standards.
Ensure compliance with operational, security and control policies/procedures to support preventing fraud and protecting customer assets.
Provide appropriate verbal and written disclosures accurately and timely in accordance with regulations and Bank policies.
Demonstrate teamwork by proactively assisting other colleagues or other Telephone Banking departments when needed and by actively participating and contributing during team meetings.
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 as assigned.


NATURE AND SCOPE:
The position is a key player in achieving TBC (Telephone Banking Center) annual sales goals.  The position’s time is primarily spent growing business through proactive inbound or outbound sales activities; with remaining time spent servicing existing customers as required.
The position also acts as the liaison between the customer and Underwriting for applications submitted on MTB.com.
The position interacts with appropriate areas of the Bank to ensure customer needs and service issues are resolved timely and accurately and are responsible for taking full ownership of customer issues until completely resolved.
It is important for the position to stay current on department and Bank-wide policy and procedure changes, product knowledge and updates, as well as system enhancements.  These changes include regulatory and compliance requirements as well as enhancements to mitigate fraud and protect the Company and customer interests.
The position seeks to achieve call center phone statistics of being on the phone or ready for the customer interaction.
It is also important for the position to be cognizant of regulatory and compliance risk to manage preventable losses and fraudulent activity in the TBC.

MANAGERIAL/SUPERVISORY RESPONSIBILITY:
None.

MINIMUM QUALIFICATIONS REQUIRED:
Associate’s degree or two (2) years equivalent work experience in lieu of degree.
Minimum two (2) years customer service experience.
One to three years sales experience preferred.

IDEAL QUALIFICATIONS PREFERRED:
Excellent mathematical, analytical, and communication (both written and oral) skills.
Use of abstract thinking to deal with intangibles and uncertainties.
Functional with database development, maintenance, and use for reporting.
Demonstrated ability to meet deadlines; thorough attention to detail.
Relies on limited experience and judgment to plan and accomplish goals.
Certain degree of creativity and latitude is required.
Ability and willingness to learn about a wide variety of topics and develop a variety of skills.
Able to work as a cohesive member of a team.

PHYSICAL REQUIREMENTS:
Ability to sit for long periods of time and endure prolonged use of hands and fingers.
Ability to read fine print.
Ability to interact with customers in a telephone environment.
Ability to use fax machine, telephone system, copier and other communication tools.

ABOUT M&T:
At M&T, we strive to be the best place our employees ever work, the best bank our customers ever do business with and the best investment our shareholders ever make. So when looking to advance your career, look to M&T. As a top 20 US bank holding company and one of the best performing regional banks in the country, we offer a wide range of performance based career development opportunities for talented professionals. And through our longstanding tradition of careful, conservative and consistent management and a strong commitment to the communities we serve, we continue to grow with a focus on the future.
 

M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer.
M&T Bank Corporation does not sponsor individuals for the purpose of obtaining H-1 Visas.
M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.