Contact Center Service Representative- Retail

📍 Location: Williamsville, NY

🕒 Start Date: April 2026

📅 Schedule:

• Full-time | Monday–Friday, 11:00 AM–7:30 PM / Rotating weekend day (Saturday or Sunday) 9:00 AM–5:00 PM

• Schedule subject to change based on business needs. Please review the operating hours below. Candidate must be flexible during these hours.

• 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: Hybrid (based on successful performance). 4 days in office, 1 day at home

💵 Pay: $19–$23 per hour (based on experience)

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 11:00am to 7:30pm 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.

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