Call Center Representative
LendingTreeSalary not specified
Full Time
Junior (1 to 2 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Banking, Mortgage, Financial ServicesIndustries
Requirements
- Combined minimum of 5 years’ higher education and/or relevant work experience, inclusive of a minimum of 2 years' work leadership experience
- Excellent customer service skills with ability to use tact and diplomacy
- Strong knowledge of relevant spreadsheet, word processing, and presentation software
- Open availability required from 8:30AM-9PM ET Monday-Friday (typically four 8:30-5 shifts, one 12:30-9 shift/week)
- Hybrid work available after first 6 months (Tues + day of choice in-office)
Responsibilities
- Supervise and coordinate daily workflow to meet the objectives of the assigned department
- Serve as subject matter expert on procedures, policy and operations to represent work group on Department and Bank-wide projects as needed
- Resolve complex problems arising out of customer account management, either directly or through subordinate staff
- Provide leadership, guidance, feedback and training to staff
- Communicate and enforce operational and procedural changes to ensure compliance with Bank and division policy, investor regulations and very complex laws and regulations pertaining to the work of the department
- Participate in or facilitate process innovation and special projects as assigned by division management
- Monitor activities of assigned staff to ensure all organizational and departmental policy and procedures and external regulations are followed to minimize risks to the Bank from non-compliance
- Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations
- Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis. Identify risk-related issues needing escalation to management
- Promote an environment that supports belonging 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
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What is the work schedule for this position?
The role requires open availability from 8:30AM-9PM ET Monday-Friday, typically four 8:30-5 shifts and one 12:30-9 shift per week.
Is this position remote or hybrid?
It's hybrid available after the first 6 months, with Tuesdays plus one day of choice in-office, located in Amherst, NY.
What education and experience are required?
A combined minimum of 5 years’ higher education and/or relevant work experience is required, including a minimum of 2 years' work leadership experience.
What skills are needed for this role?
Excellent customer service skills with ability to use tact and diplomacy are required, along with supervisory experience over 10-15 employees.
What does the team structure look like?
The role supervises an assigned unit of between 10-15 employees, exercising authority over staffing, performance appraisals, promotions, salary recommendations, performance management, and terminations.
M&T Bank
Full-service banking for individuals and businesses
About M&T Bank
M&T Bank provides a variety of banking services to individuals, small businesses, and larger companies. Their offerings include mortgage assistance, personal and business checking accounts, and mobile banking options. The bank primarily operates in the Northeastern and Mid-Atlantic regions of the United States, emphasizing community engagement and a focus on customer service. M&T Bank's business model is based on traditional banking practices, such as loans, deposits, and investment products, and it generates revenue through interest income and service fees. A key aspect that sets M&T Bank apart from its competitors is its commitment to community involvement, which includes allowing employees to volunteer and supporting local organizations. The recent merger with United Bank, N.A. has further expanded their services and market presence.
Buffalo, New YorkHeadquarters
1993Year Founded
IPOCompany Stage
Financial ServicesIndustries
10,001+Employees