Contact Center Service Representative

M&T Bank

  • Millsboro, DE
  • $18.00-21.00 per hour
  • Permanent
  • Full-time
  • 1 month ago
Contact Center Service Representative- RetailLocation: Buffalo, NY or Millsboro, DE. Candidate must be able to report into our office located in Buffalo, NY or Millsboro, DE. Hybrid eligibility determined based on consistent successful performance.Pay: Starting at $18/hr. Up to $21/hr based off experience.​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.Overview:Serves 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.Primary 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.
  • Complete other related special assignments and projects as requested.
  • 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.
  • Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
  • Complete other related duties as assigned.
Scope of Responsibilities:The jobholder interacts with external customers and internal teams.Managerial/Supervisory Responsibilities:Not ApplicableEducation and Experience Required:
  • 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
Education and Experience Preferred:
  • Minimum of 1 year’s customer service, sales or related experience
  • Familiarity with Contact Center systems
  • Experience functioning in a fast-paced environment
Physical Requirements: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 Millsboro, Delaware, United States of America

M&T Bank