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Contact Center Service Representative

Work Arrangement:** ****This is an 100% on-site position for the first 3 months -** **Job then changes to a hybrid status (2 days in the office/3 days at home) if you are successfully performing in the role.

Hours:** **Full-time. Monday- Friday 9:30am to 6:00pm with a rotating weekend day

Start Date** **: January 20, 2026

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/or services and provides solutions for common customer requests across business lines.

Primary Responsibilities:

+ 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.

+ Complete other related special assignments and projects 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 belonging 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:

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 6 months’ proven sales, service, or other related work experience

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

+ Familiarity with Contact Center systems

+ 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 $18.00 - $28.31 Hourly (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.