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Merchant Services - Customer Service Specialist II - 3DJ6J in Williamsville, NY at M&T Bank

Date Posted: 6/25/2018

Job Snapshot

Job Description

Job Title: Merchant Services - Customer Service Specialist II

Basic Function:

• Provide quality telephone support to Cash Management & Merchant customers as well as Cash Management & Merchant customer service representatives.

• Act as the primary customer service contact for in-bound customer / client calls solving problems and answering inquiries for all cash management and merchant services' products, utilizing excellent oral and written communication skills.

• Responsible for handling all escalated customer issues and assist in the new hire and ongoing training of all cash management customer service representatives.

Essential Position Responsibilities:

• Receive escalated incoming customer client calls using excellent customer service and telephone skills.

• Answer customized inquiries and resolve complex customer issues using related software, mainframe applications, and appropriate documentation for all cash management and merchant services products.

• Act as the Lead to other customer service representatives and specialists.

• Handles large customer accounts and maintains the personal level business relationships.

• Work directly with external business and corporate customers, product managers, sales representatives and Cash Management operational staff to resolve product issues, customer problems and inquiries.

• Provide back-up customer service support as necessary.

Nature and Scope:

• Cash Management & Merchant Customer Service encompasses direct support of the following: Cash Management & Merchant customers, Cash Management & Merchant operations, Cash Management & Merchant sales and product management, branches, Commercial Bank regional customer service, and relationship managers.

Minimum Qualifications Required:

• Associates degree or equivalent work experience.

• Minimum one year of Cash Management & Merchant, or relevant related, Customer Service experience required.

• Be relied upon as the expert for handling complex customer issues and have a proven track record of interacting professionally with all levels of management and customer service representatives.

Ideal Qualifications Preferred:

• Demonstrate mastery of all Cash Management & Merchant products and meet all customer service and monitoring requirements.

• Extensive personal computer skills a must.

• Demonstrated ability to use systems to troubleshoot complex customer inquiries and issues.

• Completion of the entire Cash Management & Merchant training program.

• Demonstrated ability to interact and build rapport with all Cash Management & Merchant customers.

• Proven troubleshooting and problem solving capability required.

• Must be flexible with the ability to interact with clients, peers and management in a professional manner.

• Self-motivated and organized.

• Demonstrated ability to manage multiple projects and work under pressure.

• Ability to adapt to a changing environment.

• We encourage candidates with relevant military experience to apply.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.