At M&T Bank, our Contact Center Specialty Service Representatives are the primary voice for our customers, delivering an outstanding service experience during inbound and outbound interactions. You will serve as a knowledgeable resource for mortgage and other banking products, resolving common requests and identifying opportunities to better serve our customers.
What You'll Do
- Demonstrate and apply superior knowledge of Bank systems and products across multiple business lines.
- Identify customer needs and provide solutions or complete service transactions in response to inquiries.
- Suggest and cross-sell alternative Bank products to suit customer needs, contributing to retention and relationship expansion.
- Research and resolve customer complaints or problems in a timely manner, escalating complex issues as appropriate.
- Mentor newly-hired agents by serving as a point of contact for basic questions throughout training.
- Take ownership of customer issues until resolution and follow up to ensure needs are met.
- Set up prospect and customer appointments based on inbound referrals or outbound sales contacts.
- Follow up on applications or sales activities to ensure customer expectations are met and documentation is complete.
- Understand and adhere to the Company’s risk and regulatory standards, policies, and controls.
- Identify risk-related issues needing escalation to management.
- Promote an environment that supports belonging and reflects the M&T Bank brand.
- Maintain M&T internal control standards, including timely implementation of audit and regulatory points.
What We're Looking For
- High school diploma or equivalent (GED)
- Minimum of 2 years' customer service, sales, or related bank experience
- Strong communication and telephone skills
- Good organizational and time management skills
- Basic familiarity with personal computers
- Proven problem-solving skills
- Knowledge of the customer service concept and its importance in developing relationships
Nice to Have
- Minimum of 2 years’ banking/financial services customer service, sales or related experience
- Familiarity with Contact Center systems and frequently used forms, products, and services
- Strong knowledge of multiple Bank products, services, and procedures
- Experience functioning in a fast-paced environment
Team & Environment
You will interact directly with external customers as well as internal teams, providing a key bridge between the Bank and its clients.
Benefits & Compensation
- Hourly pay range: $18.00 - $28.11
Work Mode
This position operates on a hybrid schedule and is based in Williamsville, New York, United States of America.
M&T Bank is committed to fostering a diverse and inclusive workplace.
