2025 Summer Executive Associate Program - Contact Center Innovation

Overview: The Summer Executive Associate (SEA) Program is designed for 1st year MBAs 10 weeks of impactful project-based assignments, with significant access to senior management and the bank's previous Executive Associates (EA). DEPARTMENT DESCRIPTION: The Contact Center's mission is to provide our customers the best experience when and where it is most convenient for them: through phone, email, or chat. With over 1200 employees at three center locations headquartered in Amherst, NY; Millsboro, DE; and Bridgeport, CT, and with remote locations across our footprint, we turn needs into solutions. Our teams support customers interacting with products provided by different business lines within Bank: Consumer, Mortgage, Business Banking, and Commercial. DUTIES/RESPONSIBILITES: As an Summer Executive Associate within the Contact Center, you will be collaborating with cross-functional teams to identify, develop, and implement innovative solutions, technologies and processes that improve the efficiency, effectiveness, and overall customer experience. You'll provide critical support within the division, focusing on business development and executing client and sales initiatives that support our external customers and enhancing their digital experience. Your responsibilities could also include: • Lead continuous improvement of existing processes, develop new processes, or enhance existing processes where required including maintenance plans, procedural documentation, and custom tools for automation. • Research and evaluate emerging technologies, tools, and software solutions to enhance the Contact Center operations. • Perform complex analysis and judgement-based work to support business decisions • Utilize data analytics and reporting to identify trends, bottlenecks, and areas of improvement within the Contact Center and leverage these insights to drive automation • Go beyond basic reporting and delivery with the ability to analyze large amounts of data and information to provide meaningful insights and professionally communicate those insights to management and business partners. • Lead the creation and maintenance of various reporting dashboards. Go beyond basic reporting and delivery with the ability to analyze large amounts of data and information to provide meaningful insights and professionally communicate those insights to management and business partners. • Lead in the planning and implementation of new projects, programs, and plans to achieve short- and long-term business objectives; coordinate of the design and execution of various projects for the promotion and maintenance of the business. Education and Experience Required: • Current enrollment in an MBA Program from an accredited business school. • Minimum two years professional, full time work experience. • Demonstrated leadership potential, as evidenced through previous work experience, extracurricular activities, or community involvement • Excellent communication and interpersonal skills, with the ability to collaborate effectively with individuals at all levels of the organization • Strong analytical and problem-solving skills, with the ability to think strategically and critically analyze complex business challenges • Strong project management skills and the ability to handle multiple priorities and deadlines • Work visa sponsorship not offered for this role IDEAL QUALIFICATIONS: • Experience with or background in Financial Services • Familiarity within the customer service space: lead management, CRM, inside sales • Detail orientated, with the ability to direct/lead projects and lend support to team when needed • Analytical/data driven mindset; familiarity with analytical tools • Able to communicate and collaborate efficiently with stakeholders • Strong presentation skills M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $100,000 - $171,000. The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation. The range listed above encompasses all geographic locations. The pay rate specific to your location will fall within this range and is available from your recruiter. Location Williamsville, New York, United States of America Apply Job!