Job Description: FUNCTION: Serves as voice of M&T by providing outstanding service to customers by phone. Provides assistance to incoming Retail customers' telephone requests for information regarding all deposit products, installment loans/lines and credit cards. Provides customer service to incoming calls across multiple business lines, including but not limited to, Home Equity, Mortgage, Business Banking, and/or Online Banking.
Responsibilities: Provide account deposit, installment loan/line and credit card account information to retail customers, as well as account information associated with Home Equity, Mortgage, Business or Online Banking customers to respond to customer questions and resolve any problems or issues. Account information provided includes but is not limited to, balances, transactional information, payoffs, account product details, interest rates and other general information, etc. Fulfill customer requests for account maintenance activities on deposit, installment loans/line and credit accounts for retail and Home Equity, Mortgage, Business or Online Banking customers, including but not limited to, 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 the 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. 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. 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.
Required Qualifications: High school diploma or equivalent (GED) and a minimum of 6 months' experience in Customer Service, Sales, or related function Proven communication skills with strength in telephone skills Proven organizational and 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
Preferred Qualifications: Minimum of 2 years' customer service, sales, or related experience; 1 year of those within specific product discipline Strong knowledge of pertinent Bank products, services and procedures Familiarity with the Bank's computer systems and frequently used forms, products and services
We encourage candidates with relevant military experience to apply.