M&T Bank

COR Support Specialist

M&T Bank

full-time

Posted on:

Origin:  • 🇺🇸 United States • New York

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Salary

💰 $19 - $31 per hour

Job Level

Junior

About the role

  • Provides exceptional service experience to our front-line colleagues to help them better service external customers of the bank, leading with empathy.
  • Responds to incoming requests on bank products and services via phone and electronic channels to help customer-facing employees better service external customers of the Bank.
  • Builds trusted relationships with front line colleagues by assuring we are providing correct information and support.
  • Provide exceptional service to customer facing colleagues in areas such as the branch, by providing information or completing a service transaction to support their servicing external customers of the Bank.
  • Provides solutions for common requests and escalates complex customer needs to the appropriate team.
  • Leverages resources and works collaboratively with our front-line colleagues to provide awareness of self-service opportunities.
  • Document all contacts electronically detailing the interaction as required, to provide a record for future activity and identify recurring problems.
  • Identify and escalate opportunities to improve our operating model.
  • Acquire and maintain knowledge and thorough understanding of pertinent operations policies and procedures.
  • Understand and adhere to the Company’s risk and regulatory standards, policies and controls.
  • 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 and complete other related duties as assigned.

Requirements

  • Associates degree, or in lieu of a degree, a combined minimum of 3 years’ higher education and/or work experience
  • Minimum 1 year work experience in a customer service environment
  • Organized individual with an ability to multi-task and be detail-oriented in a fast paced environment
  • Strong verbal and written communication skills
  • Strong personal computer skills, familiarity with internet and user-level technology
  • Possesses a Customer Centric mindset and focus
  • Bachelors Degree (preferred)
  • Knowledge of Bank products, services and branch operations (preferred)
  • Strong problem-solving skills (preferred)
  • Bi-lingual (preferred)