Inbound Call Center - Senior Telephone Customer Service Representative (Mortgage Servicing)

M&T Bank is a multi-state community-focused bank serving New York, Maryland, New Jersey, Pennsylvania, Delaware, Connecticut, Virginia, West Virginia and Washington, D.C. Founded in 1856, the company provides banking, investment, insurance and mortgage financial services to more than 3.6 million consumer, business and government clients.

Our Senior Telephone Service Representatives will serve as engaged team members in the Telephone Banking Center to enhance our customers’ experience.

* Respond to mortgage telephone inquiries * Demonstrate knowledge in escrow analysis, PMI insurance, payoff, special products, hazard and flood insurance, refinancing, legal issues and loan documentation. * Successfully complete and implement all learning from all training programs, which includes achieving a passing score on all quizzes and tests related to training, monitoring of information retention. * Ensure that management receives timely and complete reports of any systems or product problems that impact the ability to provide accurate and timely information to customers. * Represent the department in a professional manner and be able to interface with all levels of management. * Correctly and legibly complete all forms, E-mails and paper, required to complete customer inquiries.

* High School diploma or GED * Minimum of two years as a telephone service representative, or comparable. * Excellent communication skills with concentration on telephone techniques * Detail Oriented * Ability to multitask * Ability to achieve phone metrics for the department * Cross-selling skills * deal candidate will have a bachelor's degree; thorough knowledge of the bank’s computer systems and frequently used forms; Self-motivated; previous call center experience; demonstrated ability to work independently and to follow through on details to completion and demonstrated organizational, time management and prioritization skills.