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 9:30am to 6:00pm with a rotating weekend day
Start Date: January 20, 2026
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 belonging 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 $18.00 - $28.31 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 America