**Contact Center Service Representative** **Location:** **Williamsville, NY. 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 10:00am to 6:30pm with a rotating weekend day** **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:** M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.00 - $25.76 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 M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.