Contact Center Senior Service Representative (Safe Act)

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.

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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