Contact Center Service Representative (12:30pm to 9:00pM)
M&T Bank is one of the nation's strongest banks, focused on delivering exceptional service to customers. As a Contact Center Service Representative, you will handle inbound and outbound customer interactions, responding to inquiries about products and services while ensuring customer satisfaction and retention.
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
- 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
Skills
- 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
- Minimum of 1 year of customer service, sales or related experience
- Familiarity with Contact Center systems
- Experience functioning in a fast-paced environment
Benefits
- Paid training Monday - Friday 12:30pm to 9:00pm for several weeks
- Overtime and Shift Differential
- Paid Time Off
- Health Care Benefits
- Retirement Savings Plan
- Tuition Reimbursement
- Professional Development
Company Overview
Company H1B Sponsorship