Contact Center Senior Service Representative- Business (REMOTE)
M&T Bank3.6
Williamsville, NY
Job description

Contact Center Senior Service Representative- Business (REMOTE)

**We are offering permanent remote for those who reside in the M&T footprint but outside of Buffalo, NY or Millsboro, DE area.

**We are offering temporary remote to those who reside near Buffalo, NY or Millsboro, DE. You must report into the M&T Contact Center(s) in Buffalo, NY or Millsboro, DE; once M&T decides to return employees to work on-site full-time.
**Candidates must have reliable high-speed internet connection in order to have a work from home office.

Hours: Must have full-time 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.


Provides service to customers by phone. Provides customer service to incoming calls across multiple business lines, including Retail, Home Equity, Mortgage, and/or Business Banking.

Primary Responsibilities:

  • May service incoming calls in multiple queues throughout daily shift.
  • Provide account information, respond to maintenance requests, respond to customer questions and resolve any problems or issues.
  • Fulfill customer requests for account maintenance activities on deposit, installment loans/line and credit accounts for Retail and Home Equity, Mortgage, or Business customers, including transferring funds, making payments, placing stop payments and account restraints, placing Debit/Credit card blocks and completing address changes and various account maintenance forms and transaction disputes, in a timely and accurate manner.
  • Research customer complaints or problems related to their accounts or Bank services and resolve them in a timely and accurate manner or escalate to management as appropriate to meet customer needs.
  • Cross-sell Bank products and services to incoming customer service callers to meet their needs and expand their overall relationship with M&T Bank.
  • Serve as coach to newly hired agents throughout the new hire training process.
  • Identify opportunities to suggest alternative Bank products or services to customers that better suit their needs to contribute to customer retention.
  • Complete special assignments, projects and new hire coaching, as requested.
  • Obtain Retail Advance Plus position requires Safe Act Certification.
  • 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:

Education and Experience Required:

High school diploma or equivalent (GED) and a minimum of 2 years’ experience in customer service, sales or related experience

Cross trained in one additional skill area

Strong communication skills

Strong telephone skills

Good organizational skills

Good time management skills

Basic familiarity with personal computers (PC)

Proven problem-solving skills

Knowledge of the customer service concept and importance in developing and expanding relationships

Education and Experience Preferred:

Familiarity with the Bank's computer systems and frequently used forms, products and services

Minimum of 2 years’ customer service, sales or related experience within specific product discipline

Strong knowledge of pertinent Bank products, services and procedures


Williamsville, New York, United States of America
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Company details


One M&T Plaza 345 Main St., Buffalo, New York 14203, US 25 South Charles Street 25 South Charles St., Baltimore, MD 21201, US Wilmington Trust Center 1100 N. Market St., Wilmington, DE 19801, US




$5B to $10B (USD)


Banks and Financial Services

Company Description
M&T Bank is a multi-state community-focused bank serving New York, Maryland, New Jersey, Pennsylvania, Delaware, Connecticut, Virginia, West Virginia and Washington, D.C. Founded in 1856, the company provides banking, investment, insurance and mortgage financial services to more than 3.6 million consumer, business and government clients. Equal Housing Lender. NMLS #381076. © 2018 M&T Bank. Member FDIC.
Company ratings
  • Overall
  • Company & Benefits
    3.3 / 5
  • Culture & Values
    3.4 / 5
  • Career Opportunities
    3.2 / 5
  • Work/Life Balance
    3.6 / 5
  • Senior Management
    3.2 / 5
Company reviews
"Not a good company to work for"
Former EmployeeCustomer Service Representative
M&T makes it seem like a great place to work at first. Once you’re done with training though, the truth comes out. This is a company that could not care any less about its employees. Finding a manager to talk with is next to impossible, everything they do is antiquated, and they really only care about making money. This is a business that treats its employees the same way it treats its customers, and that is not a good thing.

"Do not work here"
Current EmployeeTeller
Sure they flash you with decent pay, vacation time and bankers hours but THEY DONT TRAIN YOU PROPERLY! You are literally just throw you into it after your WEB BASED training. Like, sorry but what is web based training supposed to do for training me on banking and helping people with their problems. Do yourself a favor and find a better job.

"good pay"
Former EmployeeLoss Prevention Manager
it was a good company, very stats driven, if you work hard you can easily move up. management was ok sometimes they play favoritism. overall, a good place to work

"It’s a job. "
Current EmployeeOutreach Specialist
This place is honestly the worst to work for. Constantly preaching about being inclusive and diverse while upholding values of collaboration and community, yet the complete opposite takes place daily. Supervisors basically don’t care about you unless it has to do with stats or performance. And when it comes to having a safe place to confide in someone with HR, you end up being condemned while trying to defend yourself and keep your job. So good luck even keeping a job there if you’re not someone’s favorite because they have zero clue on how to effectively resolve issues and if it sucks for you then you either have to suck it up or get out.