Contact Center Service Representative

1 week ago

Bridgeport, United States M&T Bank Full time

Contact Center Service Representative- Retail

Location: Bridgeport, CT . Candidate must be able to report into our office located in Bridgeport, CT. Hybrid eligibility determined based on consistent successful performance.

? Hours: Must have open availability to work 8 hour shifts 5 days per week between the hours of 6:00am - 9:00pm Monday through Friday and Saturday & Sunday 9:00am - 5:00pm.

Training: Full-time paid training is for several weeks. Monday - Friday 8:00am - 4:30pm.

**Shift bids are available after the training period is completed as well as an opportunity to receive overtime. **Shift differential is paid for all days scheduled to end after 8:15 PM.

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 Companys risk and regulatory standards, policies and controls in accordance with the Companys 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 years customer service, sales or related experience

  • Familiarity with Contact Center systems

  • Experience functioning in a fast-paced environment


#LI-DA1

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 (USD). The successful candidates 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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