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Contact Center Service Representative
M&T Bank
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About this role
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
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