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:

Location