M&T Bank Telephone Service Representative Job Overview

Telephone Service Representative

BASIC FUNCTION:

Serve as a proactive team member in the Telephone Banking Center to enhance our customers experience. Telephone Service Representative responsibilities include servicing retail accounts and profiling customers to ensure all their needs are being met while their expectations are being exceeded.

RESPONSIBILITIES:

• Uphold service excellence standards at all times with both internal and external customers. This includes maintaining professionalism with every customer situation and understanding what is important to each customer.
• Provide customers with detailed account information, including: balances, funds availability, current rates, debit card holds, account history, and answer other inquiries regarding existing customer accounts.
• Proactively promote use of delivery services that meets the needs of our customers, including alternative and ancillary bank services.
• Help customers find solutions to their financial needs by identifying products that can meet those needs. Once identified, refer customer to the Telephone Sales Department for further assistance.
• Actively participate in sales promotions to meet team and personal referral targets.
• Comply with operational, security and audit procedures, preventing fraud and protecting customers' assets.
• May have the opportunity to create and run referral promotions and/or share best practices at team meetings.
• Must be able to work a flexible schedule Monday - Sunday.

BASIC QUALIFICATIONS:

• High school diploma or GED
• Minimum of one year in retail sales, call center, or customer service
• Excellent communication skills
• Basic computer skills
• Exemplifies strong customer service oriented skills

IDEAL QUALIFICATIONS:

• PC experience to include working knowledge of office software for word processing, spreadsheets, and email
• Basic financial services product knowledge
• Verbal communication skills in Spanish
• Become fluent in all systems. (CSW, PEP+, Account Servicing (Maintenance and Records), Deluxe, CTA, GroupWise, Branch ATM Locator, Online Manuals, On Demand and TBC Resource Center)

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