About Company
M&T Bank, a leading regional financial services company, is committed to building a brighter future for our customers, employees, and communities. With a legacy spanning over 160 years, we operate across diverse markets, providing a comprehensive range of banking, lending, and wealth management services. Our strength lies in our community-focused approach, fostering deep relationships and delivering personalized solutions. We believe in empowering our employees with the tools, training, and opportunities they need to thrive, recognizing that their success is intrinsically linked to ours. At M&T Bank, we foster a collaborative and inclusive culture where diverse perspectives are valued, and every individual is encouraged to contribute to our shared mission of helping people make a difference in their financial lives. Join a team where integrity, respect, and a commitment to excellence drive everything we do, making a real impact every day.
Job Description
Are you a natural problem-solver with a passion for helping others? Do you excel at clear, concise communication and enjoy working from the comfort of your own home? M&T Bank is seeking a dedicated Remote Chat Support Specialist to join our dynamic customer service team. In this pivotal role, you will be the first point of contact for our valued customers, providing exceptional support and guidance through our online chat platform. This isn’t just about answering questions; it’s about building trust, resolving issues efficiently, and ensuring a positive and seamless banking experience for every customer interaction. You’ll handle a wide range of inquiries, from account information and transaction details to technical assistance and general service support.
We are looking for individuals who possess a keen eye for detail, the ability to multitask in a fast-paced environment, and an unwavering commitment to customer satisfaction. Your ability to empathize with customers, understand their needs, and provide accurate, timely solutions will be critical to your success. This remote position offers the flexibility of working from home while being an integral part of a supportive and collaborative team. You’ll receive comprehensive training to equip you with the knowledge and tools necessary to confidently address customer concerns and represent M&T Bank with professionalism and expertise. If you’re eager to embark on a rewarding career that allows you to make a tangible difference in people’s financial lives from anywhere, we encourage you to apply and become a vital part of our customer-centric culture.
Key Responsibilities
- Provide prompt, accurate, and professional support to customers via live chat, addressing a wide range of inquiries related to banking products and services.
- Efficiently resolve customer issues, complaints, and technical problems, escalating complex cases to appropriate departments when necessary.
- Maintain a high level of customer satisfaction by delivering personalized and empathetic service in every interaction.
- Educate customers on self-service options, product features, and digital banking tools.
- Document all customer interactions and resolutions accurately in the CRM system.
- Adhere to company policies, procedures, and regulatory requirements.
- Actively participate in ongoing training and development programs to enhance product knowledge and service skills.
Required Skills
- Minimum of 1 year of experience in a customer service role, preferably in a remote or contact center environment.
- Exceptional written communication skills with strong grammar, spelling, and punctuation.
- Proficiency in navigating multiple computer systems and applications simultaneously.
- Ability to type accurately and efficiently while maintaining conversation flow.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- High-speed internet connection and a dedicated, quiet home workspace.
- Demonstrated empathy and a customer-first mindset.
Preferred Qualifications
- Associate's degree or higher in a relevant field.
- Previous experience in financial services or banking.
- Familiarity with CRM software (e.g., Salesforce, Zendesk).
- Experience with online chat platforms and virtual communication tools.
- Bilingual proficiency (English and Spanish) is a plus.
Perks & Benefits
- Competitive hourly wage with opportunities for performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Paid time off (vacation, sick leave, holidays).
- 401(k) retirement plan with company match.
- Life and disability insurance.
- Tuition reimbursement program for continuing education.
- Employee assistance program and wellness initiatives.
- Dedicated training and professional development opportunities to grow your career.
How to Apply
Interested candidates are encouraged to apply by clicking on the application link below. Please ensure your resume is up-to-date and highlights your customer service and remote work experience.