Contact Center Specialty Service Representative- Digital Location: Williamsville, NY 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 schedule will be assigned based on business needs (12:30pm to 9:00pm) and will include a rotating Sat or Sun. Each quarter, employees can bid for different shifts. Work Arrangement: First 6 months: 100% on-site After 6 months: If successfully performing, ability to work 1 day from home per week Pay: $20–$24 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 $18.68 - $31.14 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation. Location Williamsville, New York, United States of America Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people’s lives and uplift the communities we serve. M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&T’s affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Bank’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. M&T Bank has a network of over 1,000 branches and 2,200 ATMs that span 12 states from Maine to Virginia and Washington, D.C. For more than 165 years, M&T has strived to take an active role in our communities and build long-lasting relationships with our customers. We are a bank for communities—combining the capabilities of a large bank with the care of a locally focused institution. As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values – integrity, ownership, collaboration, curiosity, and candor – drive the work we do. We seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members. View M&T’s Human Capital Report to learn more. Ready to join our team? Submit your application today! If you are unable to apply through this site due to technical issues or need an accommodation to apply, please contact us at careersitesupport@mtb.com for assistance. M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws. M&T Bank Corporation has policies and procedures in place to promote a drug free workplace. Career Site Privacy Notice