Digital Call Center Representative
M&T Bank, Buffalo, NY, United States
Digital Call Center Representative
Location: Williamsville, NY Start Date: May 2026 Schedule: Full-time | Must have flexibility MondayFriday: 8:00 AM9:00 PM/ Saturday & Sunday: 9:00 AM5:00 PM. Paid training M-F from 8am to 4:30pm for several weeks. After training, a consistent weekly schedule will be assigned based on business needs and will include one weekend shift per week. Each quarter, employees can bid for different shifts if they would like. Work Arrangement: First 6 months: 100% on-site After 6 months: If successfully performing, ability to work 1 day from home per week Pay: $20$24 per hour (based on experience) + 10% shift differential for shifts after 8:15pm 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 Bankdelivering 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 8:00am to 4:30pm 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 MondayFriday: 8:00 AM9:00 PM Saturday & Sunday: 9:00 AM5:00 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/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. 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. Serve as point of contact for newly-hired agents for basic questions and mentoring throughout the new hire training process. 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 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. 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 (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
Location: Williamsville, NY Start Date: May 2026 Schedule: Full-time | Must have flexibility MondayFriday: 8:00 AM9:00 PM/ Saturday & Sunday: 9:00 AM5:00 PM. Paid training M-F from 8am to 4:30pm for several weeks. After training, a consistent weekly schedule will be assigned based on business needs and will include one weekend shift per week. Each quarter, employees can bid for different shifts if they would like. Work Arrangement: First 6 months: 100% on-site After 6 months: If successfully performing, ability to work 1 day from home per week Pay: $20$24 per hour (based on experience) + 10% shift differential for shifts after 8:15pm 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 Bankdelivering 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 8:00am to 4:30pm 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 MondayFriday: 8:00 AM9:00 PM Saturday & Sunday: 9:00 AM5:00 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/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. 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. Serve as point of contact for newly-hired agents for basic questions and mentoring throughout the new hire training process. 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 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. 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 (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