Contact Center Service Representative

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

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.

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.

• Monday–Friday: 6:00 AM–9:00 PM
• Saturday & Sunday: 9:00 AM–5:00 PM

• →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.

• 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