Human Resources Service Center Rep I

Location: Buffalo, New York, United States of America; hybrid at M&T Plaza with onsite work required four days per week and one remote day.

Salary: $20.55–$34.25 per hour.

Company

M&T Bank provides banking services and operates internal Human Resources support functions for employees, former workers, managers, and retirees.

What you will do

• Serve as the first point of contact for HR inquiries through inbound calls, outbound calls, and ServiceNow tickets.
• Resolve payroll, HR policy, procedure, HRIS, and basic leave-of-absence questions.
• Support benefits administration, including 401(k), employee stock purchase, pension, medical, dental, and vision plans.
• Process benefit eligibility documentation, pension commencements, enrollment support, and related employee information.
• Track escalated cases, research complex requests, and coordinate with HR departments, subject matter experts, and external providers.
• Apply HIPAA knowledge and follow risk, regulatory, audit, and internal control standards.

Requirements

• Associate degree in Human Resources, Business Administration, or Communications plus at least one year of HR Service Center or comparable experience; alternatively, three years of combined higher education and/or work experience including one year of relevant experience.
• Proficiency with personal computers, word processing, presentation, spreadsheet, and industry-specific software.
• Strong verbal and written communication, customer service, timely response, and problem-solving skills.
• Ability to work onsite in Buffalo four days per week, with one remote day.
• Ability to maintain confidentiality and identify issues requiring escalation.

Nice to have

• Bachelor’s degree in Human Resources, Business Administration, or Communications.
• Knowledge of benefits, payroll, and compensation policies and procedures.
• Experience defusing emotional callers and demonstrating empathy, professionalism, and courtesy.
• Consulting, influencing, research, analytical, and decision-making skills.

Culture & Benefits

• Full-time hybrid work arrangement based at M&T Plaza in Buffalo.
• Work includes collaboration with HR Centers of Excellence and multiple departments across the bank.
• Responsibilities support employee belonging and the M&T Bank brand.
• Compensation is market-informed and based on the candidate’s knowledge, skills, and experience.