Digital Call Center Representative
Digital Call Center Representative
đź“Ť Location: Williamsville, NY
đź•’ Start Date: May 2026
đź“… Schedule:
Full-time | Must have flexibility Monday–Friday: 8:00 AM–9:00 PM/ Saturday & Sunday: 9:00 AM–5:00 PM.
Paid training M-F from 8am to 4:30pm for several weeks. After training, a consistent weekly schedule will be assigned based on business needs and will include one weekend shift per week. Each quarter, employees can bid for different shifts if they would like.
🏢 Work Arrangement:
First 6 months: 100% on-site
After 6 months: If successfully performing, ability to work 1 day from home per week
💵 Pay: $20–$24 per hour (based on experience) + 10% shift differential for shifts after 8:15pm
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 8:00am to 4:30pm 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: 8:00 AM–9:00 PM
Saturday & Sunday: 9:00 AM–5:00 PM
What You’ll Do?
Demonstrate and apply superior knowledge of Bank systems and products across multiple products and business lines in responding to customer requests and questions.
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.
Serve as point of contact for newly-hired agents for basic questions and mentoring throughout the new hire training process.
Who Do We Need?
Minimum Qualifications:
High school diploma or equivalent (GED) and a minimum of 2 years' customer service, sales, or related bank experience
Strong 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
Preferred Qualifications:
Minimum of 2 years’ banking/financial services customer service, sales or related experience
Familiarity with Contact Center systems and frequently used forms, products and services
Strong knowledge of multiple Bank products, services and procedures
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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M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.68 - $31.14 (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.
