Contact Center Service Representative (10:00am to 6:30pm) - job 1 of 2
Contact Center Service Representative
Location: Williamsville, NY
Work Arrangement: **This is an 100% on-site position for the first 3 months - Job then changes to a hybrid status (2 days in the office/3 days at home) if you are successfully performing in the role.
Hours: Full-time. Monday- Friday 10:00am to 6:30pm with a rotating weekend day
Start Date: December 1, 2025
Why M&T?
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.
About the Role
Our agents serve 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.
What We Offer:
Paid training Monday - Friday 10:00am to 6:30pm for several weeks
Overtime and Shift Differential
Paid Time Off
Health Care Benefits
Retirement Savings Plan
Tuition Reimbursement
Professional Development
What you’ll do?
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.
Who do we need?
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
Ready to make a difference? Apply today!
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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
Williamsville, New York, United States of AmericaAverage salary estimate
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