• Contact Center Service Representative

    M&T Bank (Williamsville, NY)


    Contact Center Service Representative

    •** **Location:** **Williamsville, NY

    •** **Start Date:** **January 2026

    •** **Schedule:** **Full-time | Monday–Friday, 10:00 AM–6:30 PM with a rotating weekend day

    • **Work Arrangement:**

    + **First 3 months:** 100% on-site

    + **After 3 months:** Hybrid ( **2 days in-office** / 3 days remote, based on successful performance)

     

    Why M&T?

     

    We've become one of the nation's strongest banks by knowing what matters most to our customers – and our employees. Experience the advantages of working in a large company with the rewards of working in a local, community-focused organization. You'll be encouraged to pursue your personal career goals and make a difference in ways that matter most to you.

     

    About the Role

     

    As a Contact Center Service Representative, you’ll be the voice of M&T Bank—delivering exceptional service during inbound and outbound customer interactions. You’ll respond to inquiries about our products and services and provide solutions across various business lines.

    What We Offer

    + Paid training Monday - Friday 10:00am to 6:30pm for several weeks

    + Overtime and Shift Differential

    + Paid Time Off

    + Health Care Benefits

    + Retirement Savings Plan

    + Tuition Reimbursement

    + Professional Development

    Contact Center Hours of Operation

    + **Monday–Friday:** 6:00 AM–9:00 PM

    + **Saturday & Sunday:** 9:00 AM–5:00 PM

     

    What You’ll Do?

     

    + 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.

    + 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.

     

    Who Do We Need?

    Minimum Qualifications:

    + High school diploma or equivalent (GED)

    + At least 6 months of proven experience in sales, service, or a related field

    + Strong communication and telephone skills

    + Good organizational and time management abilities

    + Basic familiarity with personal computers

    + Proven problem-solving skills

    + Understanding of customer service principles and their role in relationship-building

    Preferred Qualifications:

    + Minimum of 1 year’s customer service, sales or related experience

    + Familiarity with Contact Center systems

    + Experience functioning in a fast-paced environment

     

    Ready to Make a Difference?

     

    Apply today and become part of a team that puts people first.

    \#LI-111

    M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.00 - $25.76 (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

     

    Location

     

    Williamsville, New York, United States of America

     

    M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.