Contact Center Service Representative

Contact Center Service Representative Location: Williamsville, NY Work Arrangement: **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 9:30am to 6:00pm with a rotating weekend day Start Date: January 20, 2026 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 Companys risk and regulatory standards, policies and controls in accordance with the Companys 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 years 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 - $28.31 Hourly (USD). The successful candidates particular combination of knowledge, skills, and experience will inform their specific compensation. Location Williamsville, New York, 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 peoples lives and uplift the communities we serve. M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&Ts affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Banks 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 communitiescombining 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 top talent and fresh skill sets while continuing to support the growth and development of all our team members. View M&Ts 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 careersitesupport@mtb.com for assistance. M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws. M&T Bank Corporation has policies and procedures in place to promote a drug free workplace. Career Site Privacy Notice