Contact Center Service Representative

**Overview:** ============= Contact Center Service Representative 📍 **Location:** Williamsville, NY 🕒 **Start Date:** September 21, 2026 📅 **Schedule:** * Full-time | Monday–Friday, 10:00 AM–6:30 PM / Rotating weekend day (Saturday or Sunday) 9:00 AM–5:00 PM * **Contact Center Hours:** Monday–Friday: 6:00 AM–9:00 PM/ Saturday & Sunday: 9:00 AM–5:00 PM 🏢 **Work Arrangement:** * **First 6 months:** 100% on-site * **After 6 months:** If successfully performing, ability to work 1 day from home per week 💵 **Pay:** $19–$23 per hour (based on experience) + 10% Shift Differential **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 10:00 am 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 of 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 - $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