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Online Banking Customer Service Rep. - 3DLH2 in Millsboro, DE at M&T Bank

Date Posted: 11/18/2018

Job Snapshot

Job Description

Millsboro Contact Center
Online Service Rep
Hours: Must be available to work various shifts between the days/hours:
Mon. - Fri. (8:30am - 9:00pm) and Sat./Sun. (9:00am - 5:00pm)
FUNCTION:
Responds to and resolves incoming customer calls regarding Retail and Business Online Banking products, as well as Retail customer service, including, but not limited to balance and transaction inquiries, Online and bill payment enrollments, bill payment/transfer assistance, bank-to-bank transfers, eStatement and document delivery assistance, alerts, Mobile Banking and Direct Connect account setup inquiries.
 
POSITION RESPONSIBILITIES:
Respond to customer telephone requests for information regarding the Bank’s Online Banking products in a timely and accurate manner, including but not limited to, balance and transaction inquiries, Online and bill payment enrollments, bill payment/transfer assistance, bank-to-bank transfers, eStatement and document delivery assistance, alerts, Mobile Banking and Direct Connect Account setup inquiries.  Respond to incoming calls for Retail Service. 
Cross-sell Bank products and services to incoming customer service callers to meet their needs and expand their overall relationship with M&T. 
Complete all tasks related to the enrollment and operational maintenance, including opening an account, cancelling a bill payment or transfer and closing an enrollment, at the request of Online Banking customers.
Identify the compatibility of customer operating systems and browsers with requirements for adequate use of the Online Banking product to support customer usage of these products.
Utilize various internal and external applications related to Online Banking to respond to Online Banking and Retail Service calls.
Research customer Online Banking problems to identify root cause, including determining whether error messages are related to browsers, internet service providers and/or Bank applications to resolve the problem or log it as an issue.  
Achieve and maintain satisfactory call-related quality monitoring and efficiency goals.  Maintain currency on policy and procedural updates to ensure the currency and accuracy of information provided customers.
Advise management of systems or product problems impacting the ability to provide accurate and timely information to customers to ensure prompt resolution to support high service levels.
Ensure correct and legible completion of all electronic or paper forms required to respond to specific customer requests.
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.
NATURE AND SCOPE:
The Telephone Banking Center delivers both incoming customer service support and outbound sales activities.  This position provides customer service primarily to incoming Retail and Business Online Banking customer service phone calls..


MINIMUM QUALIFICATIONS REQUIRED:
High School diploma or equivalent (GED) and a minimum of 2 years’ customer service experience.
Basic keyboarding and data entry skills.
Knowledge of web/mobile browsers.
General knowledge of personal computers, tablets and Windows.
Proven organizational skills.
Proven verbal communication skills.
Proven problem-solving skills.
Understanding of personal finance software.
Understanding of how to remove cache and cookies.
Understanding of mobile devices, operating systems and apps.
IDEAL QUALIFICATIONS PREFERRED:
Fluent in English and Spanish.
Minimum of 4 years’ call center, contact center or customer service center experience.
Minimum of 2 years’ banking experience.
Experience using the Bank’s email system.
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.