Online Banking Customer Service Associate

Position: Online Banking Customer Service Associate
Location: Millsboro, DE
Hours: Full-time availability is required (40 hours per week, 5 working days in 8 hour shifts) Availability is needed between the hours of 8:00am - 9:00pm Monday through Friday, including 9:00am - 5:00pm Saturday and/or Sunday.
Training: Paid Full-time training Monday through Friday for the first several weeks, 8:30am - 5:00pm beginning on December 4th, 2017.
BASIC FUNCTION
Services customers' telephone requests for information regarding M&T Bank's PC and Web Banking products. Answer all related banking, operational, and software questions.
Performs all tasks related to the enrollment and operational maintenance of PC and Web Banking.
ESSENTIAL POSITION RESPONSIBILITIES
Identifies the compatibility of operating systems and browsers for adequate use of Web Banking product. Maneuvers through internal and external applications relating to both Web and PC Home Banking (i.e. CSW, Voyager, Genesis, HBK0, Hogan, and SAR) in order to process customer requests for information and assistance.
Research and correct operational and procedural problems.
Differentiates between error messages relating to browsers, ISP's, bank applications, and software. Troubleshoots in order to determine root of customer problem.
Provide customer support with Web Navigation.
Assists customers with software navigation and online setup.
Answers general customer service calls, prepares and mails PC Home Banking letters, and maintains PC Banking enrollments.
Act as a Liaison between customers and Technology support representatives.
Assists in the training of department new hires.
Assists customers with all aspects of PC Home Banking and/or Web Banking products.
Ability to assess situation and solve problems quickly.
Will act as liaison between customer and Technology support representative in order to resolve outstanding service issues.
REQUIRED QUALIFICATIONS
Bachelor's Degree or equivalent work experience.
One (1) year of customer service experience.
Prior knowledge of Bank products, policies and procedures and operations.
PREFERRED QUALIFICATIONS
Three (3) years of customer service experience.
Bank customer service experience.
TECHNICAL SKILLS
Strong PC skills with knowledge of all aspects of the Internet, Quicken, Quickbooks, and Microsoft Money software.
General knowledge of Windows, DOS and peripheral PC equipment.
OTHER JOB INFORMATION
Ability to perform multiple tasks under time constraints.
Excellent communication skills with strength in telephone communication.
Self-motivated, well-organized individual.
Strong problem solving skills.
ABOUT M&T
At M&T, we strive to be the best place our employees ever work, the best bank our customers ever do business with and the best investment our shareholders ever make. So when looking to advance your career, look to M&T. As a top 20 US bank holding company and one of the best performing regional banks in the country, we offer a wide range of performance based career development opportunities for talented professionals. And through our longstanding tradition of careful, conservative and consistent management and a strong commitment to the communities we serve, we continue to grow with a focus on the future.



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