Contact Center Service Representative- Retail

　　Location: Buffalo, NY. This position is onsite.

　　Pay: $18/hr

　　​ Hours: Must have open 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 8:15 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

　　Paid training Monday - Friday 8am - 4:30pm 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.

　　M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.00 - $25.76 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

　　M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.