Contact Center Service Representative (12:30pm to 9:00pm)

Contact Center Service Representative (12:30pm to 9:00pm)

Location: Bridgeport, CT. This is an on-site position for the first three 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- M-F 12:30pm to 9:00pm with a rotating weekend day

This position is eligible for a 10% shift differential.

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 $21.00 - $31.43 Hourly (USD). The successful candidate?s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Bridgeport, Connecticut, United States of America

M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.

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