Job Details
**Contact Center Service Representative- Retail****Location:** **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.**** ** **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 Applicable**Education 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 AmericaM&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.