About this role
Contact Center Specialty Service Representative- Digital
📍 Location: Bridgeport, CT
🕒 Start Date: August 2026
📅 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: $23–$26 per hour (based on experience) + 10% shift differential for shifts after 8:15pm
🧑🏫Training: New hires will participate in a comprehensive paid onboarding and training program during their first several weeks. Training includes instructor-led learning, systems training, product and regulatory education, call handling practice, and on-the-job coaching to prepare employees for success in the role. Training is conducted on-site and attendance during scheduled training hours is required.
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. #LI-111
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $22.79 - $37.99 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.
Location Bridgeport, Connecticut, United States of America