Senior Contact Center Sales Representative- REMOTE

M&T Bank

Buffalo New York

United States

Sales
(No Timezone Provided)



Senior Contact Center Sales Representative

Sign-On/Retention Bonus Included for new hires joining the bank

Location: Work From Home (See below), Millsboro or Buffalo

**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: Must have full-time availability to work 8 hour shifts 5 days per week between the hours of 8:00am - 8:00pm Monday through Friday AND Saturday 9:00am to 3:00pm

Training: Full-time paid training is for several weeks. Monday - Friday 8:00am - 4:30pm.



Overview:

Serves as voice of the Bank by providing an outstanding experience for inbound and outbound customer interactions. Responds to incoming requests for information on Bank products and services and provides solutions for standard and complex customer requests across business lines. Offers comprehensive sales solutions for customer needs on inbound and/or outbound calls.



Primary Responsibilities:

  • Demonstrate and apply superior knowledge of Bank systems and products across multiple products and business lines in responding to customer requests and questions.

  • Complete inbound and outbound call activities in multiple queues, often of a more complex nature, as required.

  • Identify and/or address customer needs by using appropriate needs identification methods, providing information or completing an appropriate application and/or service solution during the call.

  • Proactively engage with all customers to identify cross-sell or service opportunities to contribute to customer retention and relationship expansion.

  • Work closely with appropriate partners to organize and facilitate more complex sales conversations.

  • Research customer complaints or problems related to their accounts or Bank services and resolve them in a timely and accurate manner; escalate more complex problems as appropriate to ensure their resolution.

  • Serve as point of contact for newly-hired bankers for basic questions and mentoring throughout the new hire training process.

  • 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.

  • Conduct scheduled appointments with current and potential clients, across all hours of business, leveraging phone and/or video capabilities to best meet client needs.

  • Achieve sales targets across varied and specific customer needs, leveraging all available and appropriate Bank products and services.

  • 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.

  • 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.

  • Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.

  • Complete other related duties, including related special assignments and projects, as assigned.



Scope of Responsibilities:

The jobholder interacts with external customers and internal teams.

Managerial/Supervisory Responsibilities:

Some formal and informal mentoring of internal employees



Education and Experience Required:

  • High school diploma or equivalent (GED) and a minimum of 2 years' sales, customer service, and/or other related work 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 sales concept and its importance in developing and expanding relationships

  • SAFE Act Certified within 30 days of job start



Education and Experience Preferred:

  • Minimum of 2 years' banking/financial services sales, customer service, and/or other related work experience

  • Familiarity with Contact Center systems

  • Familiarity with frequently used forms, products and services

  • Strong knowledge of multiple Bank products, services and procedures

  • Experience functioning in a fast-paced environment



Location

Williamsville, New York, United States of America

Senior Contact Center Sales Representative- REMOTE

M&T Bank

Buffalo New York

United States

Sales

(No Timezone Provided)



Senior Contact Center Sales Representative

Sign-On/Retention Bonus Included for new hires joining the bank

Location: Work From Home (See below), Millsboro or Buffalo

**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: Must have full-time availability to work 8 hour shifts 5 days per week between the hours of 8:00am - 8:00pm Monday through Friday AND Saturday 9:00am to 3:00pm

Training: Full-time paid training is for several weeks. Monday - Friday 8:00am - 4:30pm.



Overview:

Serves as voice of the Bank by providing an outstanding experience for inbound and outbound customer interactions. Responds to incoming requests for information on Bank products and services and provides solutions for standard and complex customer requests across business lines. Offers comprehensive sales solutions for customer needs on inbound and/or outbound calls.



Primary Responsibilities:

  • Demonstrate and apply superior knowledge of Bank systems and products across multiple products and business lines in responding to customer requests and questions.

  • Complete inbound and outbound call activities in multiple queues, often of a more complex nature, as required.

  • Identify and/or address customer needs by using appropriate needs identification methods, providing information or completing an appropriate application and/or service solution during the call.

  • Proactively engage with all customers to identify cross-sell or service opportunities to contribute to customer retention and relationship expansion.

  • Work closely with appropriate partners to organize and facilitate more complex sales conversations.

  • Research customer complaints or problems related to their accounts or Bank services and resolve them in a timely and accurate manner; escalate more complex problems as appropriate to ensure their resolution.

  • Serve as point of contact for newly-hired bankers for basic questions and mentoring throughout the new hire training process.

  • 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.

  • Conduct scheduled appointments with current and potential clients, across all hours of business, leveraging phone and/or video capabilities to best meet client needs.

  • Achieve sales targets across varied and specific customer needs, leveraging all available and appropriate Bank products and services.

  • 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.

  • 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.

  • Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.

  • Complete other related duties, including related special assignments and projects, as assigned.



Scope of Responsibilities:

The jobholder interacts with external customers and internal teams.

Managerial/Supervisory Responsibilities:

Some formal and informal mentoring of internal employees



Education and Experience Required:

  • High school diploma or equivalent (GED) and a minimum of 2 years' sales, customer service, and/or other related work 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 sales concept and its importance in developing and expanding relationships

  • SAFE Act Certified within 30 days of job start



Education and Experience Preferred:

  • Minimum of 2 years' banking/financial services sales, customer service, and/or other related work experience

  • Familiarity with Contact Center systems

  • Familiarity with frequently used forms, products and services

  • Strong knowledge of multiple Bank products, services and procedures

  • Experience functioning in a fast-paced environment



Location

Williamsville, New York, United States of America