Customer Service

R25894 **Customer Service Representative- Online Banking (Remote)** _**We are offering permanent remote for those who reside in the M&T footprint but outside of Buffalo, NY or Millsboro, DE area._ _**We are offering temporary remote to those who reside near Buffalo, NY or Millsboro, DE. You must report into the M&T Contact Center(s) in Buffalo, NY or Millsboro, DE; once M&T decides to return employees to work on-site full-time._ ****Candidates must have reliable high-speed internet connection in order to have a work from home office.** **Hours: This is a full-time position.** **Must have open availability to cover 8am – 9pm Monday thru Friday and 9am – 5pm Saturday and/or Sunday.** **Training:** **Full-time paid training is for several weeks. Monday – Friday 8:00am – 4:30pm.** **** **Overview:** Responds to and resolves incoming customer calls regarding Retail and Business Online Banking products, as well as Retail customer service, including balance and transaction inquiries, Online and bill payment enrollments, bill payment and transfer assistance, bank-to-bank transfers, eStatement and document delivery assistance, alerts, Mobile Banking and Direct Connect account setup inquiries. Candidates need to have open availability to cover 8am – 9pm Monday thru Friday and 9am – 5pm Saturday and/or Sunday **Primary Responsibilities:** + Respond to customer telephone requests for information regarding the Bank’s Online Banking products in a timely and accurate manner, including balance and transaction inquiries, Online and bill payment enrollments, bill payment and transfer assistance, bank-to-bank transfers, eStatement and document delivery assistance, alerts, Mobile Banking and Direct Connect Account setup inquiries. Respond to incoming calls for Retail Service. + Cross-sell Bank products and services to incoming customer service callers to meet their needs and expand their overall relationship with M&T Bank. + Complete all tasks related to enrollment and operational maintenance, including opening an account, cancelling a bill payment or transfer and closing an enrollment, at the request of Online Banking customers. + Identify compatibility of customer operating systems and browsers with requirements for adequate use of the Online Banking product to support customer usage of these products. + Utilize various internal and external applications related to Online Banking to respond to Online Banking and Retail Service calls. + Research customer Online Banking problems to identify root cause, including determining whether error messages are related to browsers, internet service providers and/or Bank applications to resolve the problem or log as an issue. + Achieve and maintain satisfactory call-related quality monitoring and efficiency goals. Remain current on policy and procedural updates to ensure and accuracy of information provided customers. + Advise management of systems or product problems impacting ability to provide accurate and timely information to customers to ensure prompt resolution to support high service levels. + Ensure correct and legible completion of all electronic or paper forms required to respond to specific customer requests. + 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 diversity 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. **Education and Experience** **Required:** High school diploma or equivalent (GED) and a minimum of 1 years’ customer service, sales and/or related experience Good communication skills Strong telephone skills Good organizational skills Good time management skills Intermediate familiarity with personal computers Proven problem-solving skills Knowledge of the customer service concept and importance in developing and expanding relationships Understanding of personal finance software, web/mobile browsers (cache, cookies), mobile devices, operating systems and applications **Education and Experience Preferred:** Familiarity with the Bank’s computer systems and frequently used forms, products and services Minimum of 2 years’ customer service, sales, and/or related experience; 1 year within specific product discipline Strong knowledge of pertinent Bank products, services and procedures **Location** Millsboro, Delaware, United States of America **At M&T Bank, we make a difference in people’s lives** . For more than 160 years, we’ve been providing our customers with guidance and financial solutions, leading our communities through challenges and growth opportunities, and empowering our employees to build purpose-driven careers. **Our talent and culture set us apart.** Our core values drive the work we do – integrity, ownership, collaboration, curiosity, candor. We seek to further build upon our record of success by bringing in diverse talents and fresh skill sets while supporting the growth and development of all team members. _At M&T, we are a talent and people driven organization. Take a peek inside M&T’s Human Capital Report (https://www3.mtb.com/homepage/careers/why-work-at-m-and-t) to learn how it feels to be one of our 17,000+ employees._ **We are constantly renewing.** Our future success relies on our ability to understand what’s important to our customers and use that understanding to build new and innovative customer experiences. **We support our employees every step of the way.** + Competitive compensation + Full medical & dental benefits, Heath Savings & Flexible Spending Accounts, and life/disability insurance + Generous paid time off (PTO) plus 11 paid holidays and an option to buy additional PTO + 401(k) match at 5% with options for Roth and discretionary employer contributions + A deep commitment to equity, including 14 resource group charters, a D&I sponsorship program, 40 annual paid volunteer hours and more + Various options for tuition assistance, paid parental leave, stock purchase, wellness and employee discounts **We need you.** Are you ready to join us? Apply today to start the journey. If you are unable to apply through this site due to technical issues, please contact us at careersitesupport@mtb.com for assistance. M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans. M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.