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Contact Center Service Representative in Williamsville, NY at M&T Bank

Date Posted: 12/5/2018

Job Snapshot

Job Description

Position: Contact Center Service Representative (Retail Servicing)

Location: M&T Amherst Center

Hours: Must have full-time availability between the hours of 6:00am - 9:00pm Monday through Friday and Saturday & Sunday 9:00am - 5:00pm.
Training: Full-time paid training will begin on Dec. 3rd, 2018.
Monday - Friday 8:30am - 5:00p for several weeks which consists of classroom style training and hands-on training with valuable trainers and coaches available to help you succeed in the Contact Center.
**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 8:00 PM.
Serves as voice of M&T by providing outstanding service to customers by phone. Provides assistance to incoming Retail customers' telephone requests for information regarding all deposit products, installment loans/lines and credit cards. Provides customer service to incoming calls across multiple business lines, including but not limited to, Home Equity, Mortgage, Business Banking, and/or Online Banking.

Provide account deposit, installment loan/line and credit card account information to retail customers, as well as account information associated with Home Equity, Mortgage, Business or Online Banking customers to respond to customer questions and resolve any problems or issues. Account information provided includes but is not limited to, balances, transactional information, payoffs, account product details, interest rates and other general information, etc.
Fulfill customer requests for account maintenance activities on deposit, installment loans/line and credit accounts for retail and Home Equity, Mortgage, Business or Online Banking customers, including but not limited to, transferring funds, making payments, placing stop payments and account restraints, placing debit/credit card blocks and completing address changes and various account maintenance forms and transaction disputes, in a timely and accurate manner.
Research customer complaints or problems related to their accounts or Bank services and resolve them in a timely and accurate manner or escalate to management as appropriate to meet the customer needs.
Cross-sell Bank products and services to incoming customer service callers to meet their needs and expand their overall relationship with M&T.
Identify opportunities to suggest alternative Bank products or services to customers that better suit their needs to contribute to customer retention.
Complete special assignments, projects and new hire coaching, 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.

Required Qualifications:
High school diploma or equivalent (GED) and a minimum of 6 months' experience in Customer Service, Sales, or related function
Proven communication skills with strength in telephone skills
Proven organizational and 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

Preferred Qualifications:
Minimum of 2 years’ customer service, sales, or related experience; 1 year of those within specific product discipline
Strong knowledge of pertinent Bank products, services and procedures
Familiarity with the Bank's computer systems and frequently used forms, products and services

We encourage candidates with relevant military experience to apply.

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.