Contact Center Service Representative- Retail

Contact Center Service Representative- Retail 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: 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 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 (USD). The successful candidate?s particular combination of knowledge, skills, and experience will inform their specific compensation. Location Bridgeport, Connecticut, United States of America Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people?s lives and uplift the diverse communities we serve. M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&T?s affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Bank?s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. M&T Bank has a network of over 1,000 branches and 2,200 ATMs that span 12 states from Maine to Virginia and Washington, D.C. For more than 165 years, M&T has strived to take an active role in our communities and build long-lasting relationships with our customers. We are a bank for communities?combining the capabilities of a large bank with the care of a locally focused institution. As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values ? integrity, ownership, collaboration, curiosity, and candor ? drive the work we do. We seek to further build upon our record of success by bringing in diverse talents and fresh skill sets while continuing to support the growth and development of all our team members. View M&T?s Human Capital Report to learn more. Ready to join our team? Submit your application today! If you are unable to apply through this site due to technical issues or need an accommodation to apply, please contact us at [email protected] for assistance. M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans. M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.

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