Job Description
Contact Center Senior Service Representative (Safe Act) – Lending (Hybrid/Remote Possible)
locations
Bridgeport, CT
time type
Full time
job requisition id
R41466
Contact Center Senior Service Representative (Safe Act) – Lending (Hybrid/Remote Possible)
Location: Amherst Center, Millsboro, Bridgeport or Work from Home (*see below)
** We are ideally seeking candidates to work on a hybrid schedule near one of our call centers in Buffalo, NY, Millsboro, DE or Bridgeport, CT. We may consider candidates in a remote capacity, if a local candidate is not identified. Permanent remote will be offered to those who reside in the M&T footprint (NY, NJ, CT, DE, MD, PA, or VA) but outside of Buffalo, NY, Millsboro, DE or Bridgeport, CT area. If you are within reasonable distance of Buffalo, NY, Millsboro, DE or Bridgeport, CT you will be required to report into the office on a hybrid schedule.
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.
Overview:
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.
- Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.
- Complete other related duties as assigned.
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
Compensation Range:
Hourly(USD): 21.00 – 31.96