Contact Center Service Representative

Contact Center Service Representative

Location: Williamsville, NY Start Date: January 2026 Schedule: Full-time | MondayFriday, 10:00 AM6:30 PM with a rotating weekend day

Work Arrangement: First 3 months: 100% on-site After 3 months: Hybrid (2 days in-office / 3 days remote, based on successful performance)

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 10:00am to 6:30pm 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: 6:00 AM9:00 PM Saturday & Sunday: 9:00 AM5:00 PM

What You'll Do? 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.

Who Do We Need? Minimum Qualifications: High school diploma or equivalent (GED) At least 6 months of proven experience in sales, service, or a related field Strong communication and telephone skills Good organizational and time management abilities Basic familiarity with personal computers Proven problem-solving skills Understanding of customer service principles and their role in relationship-building

Preferred Qualifications:

• Minimum of 1 year's customer service, sales or related experience
• Familiarity with Contact Center systems
• Experience functioning in a fast-paced environment

Ready to Make a Difference? Apply today and become part of a team that puts people first.