Contact Center Specialty Digital Service Representative

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 services, and provides solutions for common customer requests across business lines. Offers basic sales solutions for customer needs on inbound and/or outbound calls and refers complex customer needs to the appropriate Specialist.

Primary Responsibilities:

• 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 services.
• Identify opportunities to suggest and cross-sell 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 more complex problems as appropriate to ensure their resolution.
• Serve as point of contact for newly-hired agents for basic questions and mentoring throughout the new hire training process.
• 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.
• Set-up prospect and customer appointments based on inbound referrals or through outbound sales contacts.  Follow-up with customers on applications or sales activities to ensure customer needs and expectations are met and pending sales documentation is complete to ensure timely close.
• 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.
• 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 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

Education and Experience Preferred:

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

Physical Requirements:

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $21.00 - $34.29 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