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Bilingual Contact Center Service Representative- Mortgage (Remote)

Bilingual (Spanish) Mortgage Servicing Customer Service Representative

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

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

**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: Full-time/ Must have availability Monday to Friday from 8:30 AM to 9:00 PM

**Paid Training- Monday to Friday 8:00 AM to 4:30 PM


Serves as voice of the Bank by providing an outstanding service experience for inbound and outbound customer servicing events.  Responds to incoming requests for information on Bank products and/or services and provides solutions for common customer requests across business lines.

Primary Responsibilities:

  • 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/or services.
  • Identify opportunities to suggest 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 complex problems as appropriate to ensure their resolution.
  • 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.
  • 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.

Scope of Responsibilities:

The jobholder interacts with external customers and internal teams.

Managerial/Supervisory Responsibilities:

Not Applicable

Education and Experience Required:

  • High school diploma or equivalent (GED) and a minimum of 6 months’ proven sales, service, or other related work experience
  • Good 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
  • Ability to fluently communicate both verbally and in writing with bank customers in both English and the specified second language. Proficiency to be determined via an online assessment

Education and Experience Preferred:

  • Minimum of 1 year’s customer service, sales or related experience
  • Familiarity with Contact Center systems
  • Experience functioning in a fast-paced environment





Millsboro, Delaware, United States of America
M&T Bank
Full time
Salary Range
$26,000.00 - 36,000.00
per Year
Salary range estimated by
Millsboro, DE 19966, US