Contact Center Service Representative- Retail (11:00am to 7:30pm)

M&T Bank is one of the nation's strongest banks, focused on delivering exceptional service to its customers. The Contact Center Service Representative will handle inbound and outbound customer interactions, responding to inquiries about products and services while ensuring customer satisfaction and retention.ResponsibilitiesIdentify 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 servicesIdentify 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 BankResearch 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 resolutionTake 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 metUnderstand 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 managementSkillsHigh school diploma or equivalent (GED)At least 6 months of proven experience in sales, service, or a related fieldStrong communication and telephone skillsGood organizational and time management abilitiesBasic familiarity with personal computersProven problem-solving skillsUnderstanding of customer service principles and their role in relationship-buildingMinimum of 1 year's customer service, sales or related experienceFamiliarity with Contact Center systemsExperience functioning in a fast-paced environmentBenefitsPaid training Monday - Friday 11:00am to 7:30pm for several weeksOvertime and Shift DifferentialPaid Time OffHealth Care BenefitsRetirement Savings PlanTuition ReimbursementProfessional DevelopmentCompany OverviewGreat companies have an enduring sense of purpose. It was founded in 1856, and is headquartered in Buffalo, New York, US, with a workforce of 10001+ employees. Its website is http://www.mtb.com.Company H1B SponsorshipM&T Bank has a track record of offering H1B sponsorships, with 116 in 2025, 113 in 2024, 84 in 2023, 103 in 2022, 42 in 2021. Please note that this does not guarantee sponsorship for this specific role.



Apply To This Job