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.