Mortgage Servicing Contact Center Representative

Mortgage Servicing Contact Center Representative

Requirements

• High school diploma or equivalent (GED)
• 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

Responsibilities

• 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 services.
• Identify opportunities to suggest and cross-sell 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 more complex problems as appropriate to ensure their resolution.
• Serve as point of contact for newly-hired agents 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.
• Complete other related special assignments and projects as requested.
• Set-up prospect and customer appointments based on inbound referrals or through outbound sales contacts. Follow-up with customers on applications or sales activities to ensure customer needs and expectations are met and pending sales documentation is complete to ensure timely close.
• 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.
• Complete other related duties as assigned.

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