About this Contact Center Service Representative role at M&T Bank
Overview:
Contact Center Service Representative
📍 Location: Williamsville, NY
🕒 Start Date: January 4, 2027
📅 Schedule:
- Full-time | Monday–Friday, 9:30 AM–6:00 PM / Rotating weekend day (Saturday or Sunday) 9:00 AM–5:00 PM
- Contact Center Hours: Monday–Friday: 6:00 AM–9:00 PM/ Saturday & Sunday: 9:00 AM–5:00 PM
🏢 Work Arrangement:
- First 6 months: 100% on-site
- After 6 months: If successfully performing, ability to work 1 day from home per week
💵 Pay: $19–$23 per hour (based on experience) + 10% Shift Differential
Why M&T?
We've become one of the nation's strongest banks by knowing what matters most to our customers – and our employees. Experience the advantages of working in a large company with the rewards of working in a local, community-focused organization. You'll be encouraged to pursue your personal career goals and make a difference in ways that matter most to you.
About the Role
As a Contact Center Service Representative, you’ll be the voice of M&T Bank—delivering exceptional service during inbound and outbound customer interactions. You’ll respond to inquiries about our products and services and provide solutions across various business lines.
What We Offer
- Paid training Monday - Friday 9:30am to 6:00pm for several weeks
- Overtime and Shift Differential
- Paid Time Off
- Health Care Benefits
- Retirement Savings Plan
- Tuition Reimbursement
- Professional Development
Contact Center Hours of Operation
- Monday–Friday: 6:00 AM–9:00 PM
- Saturday & Sunday: 9:00 AM–5:00 PM
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.
Who Do We Need?
Minimum Qualifications:
- 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
Preferred Qualifications:
- Minimum of 1 year of customer service, sales or related experience
- Familiarity with Contact Center systems
- Experience functioning in a fast-paced environment
Ready to Make a Difference?
Apply today and become part of a team that puts people first.
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M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.00 - $28.31 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.