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Contact Center Service Representative

M&T Bank Williamsville Full-Time
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Serves as voice of M&T by providing outstanding service to customers by phone. Provides assistance to incoming Retail customers' telephone requests for information regarding all deposit products, installment loans/lines and credit cards. Provides customer service to incoming calls across multiple business lines, including but not limited to, Home Equity, Mortgage, Business Banking, and/or Online Banking.

Provide account deposit, installment loan/line and credit card account information to retail customers, as well as account information associated with Home Equity, Mortgage, Business or Online Banking customers to respond to customer questions and resolve any problems or issues. Account information provided includes but is not limited to, balances, transactional information, payoffs, account product details, interest rates and other general information, etc.
Fulfill customer requests for account maintenance activities on deposit, installment loans/line and credit accounts for retail and Home Equity, Mortgage, Business or Online Banking customers, including but not limited to, transferring funds, making payments, placing stop payments and account restraints, placing debit/credit card blocks and completing address changes and various account maintenance forms and transaction disputes, in a timely and accurate manner.
Research customer complaints or problems related to their accounts or Bank services and resolve them in a timely and accurate manner or escalate to management as appropriate to meet the customer needs.
Cross-sell Bank products and services to incoming customer service callers to meet their needs and expand their overall relationship with M&T.
Identify opportunities to suggest alternative Bank products or services to customers that better suit their needs to contribute to customer retention.
Complete special assignments, projects and new hire coaching, 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.

Required Qualifications:
High school diploma or equivalent (GED) and a minimum of 6 months' experience in Customer Service, Sales, or related function
Proven communication skills with strength in telephone skills
Proven 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 and expanding relationships

Preferred Qualifications:
Minimum of 2 years' customer service, sales, or related experience; 1 year of those within specific product discipline
Strong knowledge of pertinent Bank products, services and procedures
Familiarity with the Bank's computer systems and frequently used forms, products and services

We encourage candidates with relevant military experience to apply.


Skills required

Customer Service
Problem Solving
Customer Relationship Management
Retention Management


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Contact Center Service Representative
Estimated Salary: $64K
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Job ID: R06075


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M&T Bank is a multi-state community-focused bank serving New York, Maryland, New Jersey, Pennsylvania, Delaware, Connecticut, Virginia, West Virginia and Washington, D.C. Founded in 1856, M&T Bank provides banking, investment, insurance and mortgage financial services to consumer, business and government clients.

Fast Facts

  • One of the 20 largest U.S.-based commercial banks
  • $123 billion in assets as of December 31, 2015
  • 3.8 million customers
  • 17,000+ team members
  • 800+ domestic full-service branches
  • 1,600+ ATMs
  • Online banking (mtb.com) and mobile devices

We’re headquartered in Buffalo NY, and we are organized around 17 community bank regions lead by local regional presidents. This means decisions about loans and community activities are made locally, by the people in the bank who know the community best.

Of the largest 100 banks operating in 1983, only 23 remain today. Among the remaining, M&T ranks 1st in stock price growth.

M&T has been profitable for 158 consecutive quarters—more than 39 straight years.

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