Contact Center Service Representative (12:30pm to 9:00pM)

M&T Bank is one of the nation's strongest banks, focused on delivering exceptional service to customers. As a Contact Center Service Representative, you will handle inbound and outbound customer interactions, responding to inquiries about products and services while ensuring customer satisfaction and retention.

Responsibilities

• 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; escalate 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

Skills

• 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
• Minimum of 1 year of customer service, sales or related experience
• Familiarity with Contact Center systems
• Experience functioning in a fast-paced environment

Benefits

• Paid training Monday - Friday 12:30pm to 9:00pm for several weeks
• Overtime and Shift Differential
• Paid Time Off
• Health Care Benefits
• Retirement Savings Plan
• Tuition Reimbursement
• Professional Development

Company Overview

Company H1B Sponsorship