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

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

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.

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's customer service, sales or related experience
Familiarity with Contact Center systems
Experience functioning in a fast-paced environment

Benefits

Paid training Monday - Friday 11:00am to 7:30pm for several weeks
Overtime and Shift Differential
Paid Time Off
Health Care Benefits
Retirement Savings Plan
Tuition Reimbursement
Professional Development

Company Overview

Great 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 Sponsorship

M&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.

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