Contact Center Service Representative- Retail (Remote)

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Posted 4 days ago United States Salary undisclosed
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Job Description

Contact Center Service Representative- Retail (Remote)

**We are offering permanent remote for those who reside in the M&T footprint but outside of Buffalo, NY or Millsboro, DE area.

**We are offering temporary remote to those who reside near Buffalo, NY or Millsboro, DE. You must report into the M&T Contact Center(s) in Buffalo, NY or Millsboro, DE; once M&T decides to return employees to work on-site full-time.
**Candidates must have reliable high-speed internet connection in order to have a work from home office.

Hours: Must have full-time availability to work 8 hour shifts 5 days per week between the hours of 6:00am - 9:00pm Monday through Friday and Saturday & Sunday 9:00am - 5:00pm.

Training: Full-time paid training is for several weeks. Monday - Friday 8:00am - 4:30pm.

**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.

Why 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.

About the Role

Our agents serve as voice of the Bank by providing an outstanding service experience for inbound and outbound customer servicing events. Responds to incoming requests for information on Bank products and/or services and provides solutions for common customer requests across business lines.

What We Offer

  • Work from home
  • Paid training Monday - Friday 8:30am - 5:00pm for several weeks
  • Overtime and Shift Differential
  • Paid Time Off
  • Health Care Benefits
  • Retirement Savings Plan
  • Tuition Reimbursement
  • Professional Development

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; 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.
  • Promote an environment that supports diversity and reflects the M&T Bank brand.

Who we need?

  • High school diploma or equivalent (GED) and a minimum of 6 months' proven sales, service, or other related work experience
  • Good communication skills
  • Strong telephone skills
  • Good organizational skills
  • Good 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

Contact Center Mission:

Provide our customers the best experience when and where it is most convenient for them; through phone, email, or chat. With over 700 employees, 2 Centers located in Amherst, NY and Millsboro, DE and remote locations across the footprint, we turn needs into solutions.



Williamsville, New York, United States of America