This position functions as team coordinator/intake specialist. Responsible for overseeing the distribution of cases through the team on a rotating basis and assisting with administrative functions for the team. This position will also involve research and resolving M&T/Bayview verbal and regulatory and non-regulatory written customer correspondence.
Prescreen and document escalated customer complaint cases appropriately in Service Manager.
Perform daily, weekly, monthly, and annual case reporting and audits.
Participate in developing system/process enhancement plans.
Evaluate systems and document functional processes.
Delegate all escalated customer complaint cases to analysts on a rotation.
Effectively investigate and resolve customer correspondences received directly or through a regulatory agency for M&T and Bayview accounts with accurate information. Research and identify root causes; work with management to identify process gaps and establish procedural changes to mitigate future occurrences.
Respond to incoming phone calls and other client requests made via phone, e-mail or through letters maintaining brand image.
Promote and explain our products/services to customer on an ongoing basis in order to maximize opportunities.
Maintain accurate documentation on departmental database and electronic files.
Issue timely and accurate documentation and correspondence to clients, and other departments. Prioritize problems as they arise.
Perform basic ad hoc analyses to support business decisions. Provide feedback to management regarding results.
Identify risk-related issues needing escalation to management. Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis.
Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
Promote an environment that supports belonging 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.
The incumbent works under general supervision.
The incumbent has internal contact with numerous departments and externally with customers and service providers.
A combined 4 years higher education and/or work experience including a minimum of 2 years’ customer service experience.
Proficient with personal computers and pertinent software including word processing, spreadsheet and email software.
Strong customer service skills and an empathetic approach when interacting with customers.
Strong verbal and written communication skills.
Strong attention to detail.
Bachelor’s degree.
Previous experience in banking, default, customer service and/or loss mitigation.
Ability to empathize and defuse sensitive customer situations.
Knowledge of Bank products and services.
Strong problem solving skills and judgment.
Detailed knowledge of all departmental systems/applications.
Excellent communication skills, both verbal and written.
Analytical, accurate and detail-oriented while working under pressure.
Demonstrated ability to remain organized in a fast paced environment.
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M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $22.61 - $37.67 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.
Getzville, New York, United States of America
Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people’s lives and uplift the communities we serve. Founded in 1856 in Buffalo, NY we are now a top 11 full-service US-based commercial bank with a retail footprint across the east coast and wealth services available nationwide and abroad. As a bank, we offer advice, guidance, expertise, and solutions across the entire financial spectrum that combines M&T’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. We are a community-minded organization with more than 167 years of experience. We serve customers, community, and colleagues whether they be across the street, across the state or across the country.
As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values drive the work we do – integrity, ownership, collaboration, curiosity, candor and we seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members.
M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws.
