Contact Center Senior Service… at M&T Bank · Williamsv…

Contact Center Senior Service Representative (Safe Act) Location: Williamsville, NY Contact Center Service Representative 📍 Location: Williamsville, NY 🕒 Start Date: July 13, 2026 📅 Schedule: Full-time | Monday–Friday, 12:30 PM–9:00 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 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 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. What We Offer 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 Contact Center Hours of Operation Monday–Friday: 6:00 AM–9:00 PM Saturday & Sunday: 9:00 AM–5:00 PM What You’ll Do? Demonstrate and apply superior knowledge of Bank systems and products across multiple products and business lines in responding to customer requests and questions. 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 services. Identify opportunities to suggest and cross-sell 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 more complex problems as appropriate to ensure their resolution. Serve as point of contact for newly-hired agents for basic questions and mentoring throughout the new hire training process. 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. Set-up prospect and customer appointments based on inbound referrals or through outbound sales contacts.  Follow-up with customers on applications or sales activities to ensure customer needs and expectations are met and pending sales documentation is complete to ensure timely close. 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. Responsible for meeting and maintaining registration requirements under the Federal SAFE Act. Complete other related duties as assigned. Who Do We Need? Minimum Qualifications: High school diploma or equivalent (GED) and a minimum of 2 years' customer service, sales, or related bank experience Strong communication skills Strong telephone skills Good organizational skills Good time management skills Basic familiarity with personal computers Proven problem-solving skills SAFE Act Certified within six months of job start Knowledge of the customer service concept and its importance in developing and expanding relationships Preferred Qualifications: Minimum of 2 years’ banking/financial services customer service, sales or related experience Familiarity with Contact Center systems and frequently used forms, products and services Strong knowledge of multiple Bank products, services and procedures Experience functioning in a fast-paced environment Ready to Make a Difference? Apply today and become part of a team that puts people first. #LI-111 M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.68 - $31.14 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