Customer Service Β» M&T Bank

Customer Service at M&T Bank in Millsboro, DE

πŸ“Œ Millsboro 🏷️ Full Time πŸ•‘ 2021-07-31
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Customer Service Representative Online Banking (Remote)

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 Banks 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 Companys risk and regulatory standards, policies and controls in accordance with the Companys 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

View Application

You will be redirected to M&T Bank's preferred application process.

You will be redirected to M&T Bank's preferred application process.

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