Contact Center Service Representative

M&T Bank; Village of Williamsville (NY); Hybrid; USD 25,000 - 39,000; Full time

Benefits offered by this job

Paid training

Overtime and Shift Differential

Paid Time Off

Health Care Benefits

Retirement Savings Plan

Tuition Reimbursement

Professional Development

Job summary

M&T Bank is seeking a Contact Center Service Representative in Williamsville, NY. The role focuses on delivering exceptional service for inbound and outbound customer interactions, answering product questions, and offering solutions across business lines.

The position starts with full on-site work for the first 6 months, with a potential to work 1 day from home per week thereafter. Competitive hourly pay with a 10% shift differential is offered, along with training, PTO, health care, and

Qualifications

• High school diploma or equivalent (GED).
• At least 6 months of experience in sales, service, or related field.
• Strong communication and telephone skills.
• Good organizational and time management abilities.
• Basic familiarity with personal computers.
• Proven problem-solving skills.
• Understanding of customer service principles and their role in relationship-building.

Responsibilities

• Identify and address customer needs by using appropriate needs identification methods, providing information or completing a service transaction.
• Identify opportunities to suggest Bank products or services to better suit customers' needs.
• Research customer complaints or problems and resolve them timely; escalate complex issues as needed.
• Take ownership of the customer issue until resolution and follow up after servicing.
• Understand and adhere to the Company's risk and regulatory standards and escalate risk issues.

Skills

Communication skills

Telephone skills

Time management

Problem-solving

Customer service

Education

High school diploma

Tools

Contact Center systems

Personal computers

Job description

Contact Center Service Representative

Location: Williamsville, NY

Start Date: January 4, 2027

Schedule: Full-time | Monday-Friday, 9:30 AM-6:00 PM / Rotating weekend day (Saturday or Sunday) 9:00 AM-5:00 PM

Contact Center Hours: Monday-Friday: 6:00 AM-9:00 PM / Saturday & Sunday: 9:00 AM-5:00 PM

First 6 months: 100% on-site

After 6 months: If successfully performing, ability to work 1 day from home per week

Pay: $19-$23 per hour (based on experience) + 10% Shift Differential

Why M&T?

We've become one of the nation's strongest banks by knowing what matters most to our customers - and our employees. Experience the advantages of working in a large company with the rewards of working in a local, community-focused organization. You'll be encouraged to pursue your personal career goals and make a difference in ways that matter most to you.

About the Role

As a Contact Center Service Representative, you'll be the voice of M&T Bank-delivering exceptional service during inbound and outbound customer interactions. You'll respond to inquiries about our products and services and provide solutions across various business lines.

What We Offer

• Paid training Monday - Friday 9:30am to 6:00pm for several weeks
• Overtime and Shift Differential
• Paid Time Off
• Health Care Benefits
• Retirement Savings Plan
• Tuition Reimbursement
• Professional Development

Contact Center Hours of Operation

Monday-Friday: 6:00 AM-9:00 PM

Saturday & Sunday: 9:00 AM-5:00 PM

What You'll Do?

• Identify and/or address customer needs by using appropriate needs identification methods, providing information or completing a service transaction in response to incoming questions regarding Bank products and/or services.
• Identify opportunities to suggest alternative Bank products or services to better 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; escape complex problems as appropriate to ensure their resolution.
• Take ownership of the customer issue until resolution or escalation and follow-up with the customer once servicing is complete to ensure their immediate needs and expectations have been met.
• 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.

Who Do We Need?

Minimum Qualifications

• High school diploma or equivalent (GED)
• At least 6 months of proven experience in sales, service, or a related field
• Strong communication and telephone skills
• Good organizational and time management abilities
• Basic familiarity with personal computers
• Proven problem-solving skills
• Understanding of customer service principles and their role in relationship-building

Preferred Qualifications

• Minimum of 1 year of customer service, sales or related 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 - $28.31 Hourly (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