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Contact Center Service Representative
M&T Bank • Bridgeport, CT 06608 • Posted 3 days ago
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Hybrid • Full-time • $21.00-$31.43/hr • Entry Level
Job Highlights
Using AI ⚡ to summarize the original job post
The Contact Center Service Representative serves as the voice of the Bank by providing an outstanding service experience for inbound and outbound customer servicing events. This role involves identifying and addressing customer needs, resolving complaints or problems related to accounts or Bank services, and contributing to customer retention and relationship expansion. The position offers full-time paid training, hybrid work eligibility after three months, and opportunities for shift bidding and overtime.
Responsibilities
- Identify and/or address customer needs using appropriate methods, providing information or completing a service transaction in response to incoming questions.
- Identify opportunities to suggest alternative Bank products or services to better suit the needs of customers.
- Research customer complaints or problems related to their accounts or Bank services and resolve them in a timely and accurate manner.
- Take ownership of the customer issue until resolution or escalation and follow-up to ensure 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.
- 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.
- Complete other related duties as assigned.
Qualifications
Required
- High school diploma or equivalent (GED)
- 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
Preferred
- Minimum of 1 year's customer service, sales or related experience
- Familiarity with Contact Center systems
- Experience functioning in a fast-paced environment
About M&T Bank
M&T Bank is a trusted banking brand that offers a wide range of personal and business financial products and services. They provide checking and savings accounts, mortgages, loans, credit cards, insurance, investments, and retirement services. M&T Bank is committed to multicultural banking and prioritizes security and customer protection.
Full Job Description
Job Description
**Contact Center Service Representative- Retail**
**Location:** **Bridgeport, CT** **. Candidate must be able to report into our office located in Bridgeport, CT. Hybrid eligibility after 3 months which is determined based on consistent successful performance.**
**** **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
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 Hourly (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.
**Location**
Bridgeport, Connecticut, United States of America
M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.
**Contact Center Service Representative- Retail**
**Location:** **Bridgeport, CT** **. Candidate must be able to report into our office located in Bridgeport, CT. Hybrid eligibility after 3 months which is determined based on consistent successful performance.**
**** **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
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 Hourly (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.
**Location**
Bridgeport, Connecticut, United States of America
M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.
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