About the Role:
This role sits at the center of M&T Bank’s Customer Advocacy efforts, specializing in high‑risk, highly regulated mortgage‑related complaints, including accounts in default or foreclosure. As a Customer Complaint Resolution Specialist, you will manage written customer and regulatory escalations end‑to‑end – intake, research, resolution, and root‑cause analysis – while helping protect both customers’ homes and the bank’s regulatory and reputational standing. This is a mission‑driven role with real impact. Behind every complaint is a customer experiencing financial hardship, and the work you do directly contributes to identifying solutions, improving customer outcomes, and ensuring the bank meets strict regulatory expectations. Customer contact is minimal in this role; success is driven primarily by strong written communication and analytical skills.
What You’ll Do:
Manage the complaint handling lifecycle for Customer Asset Management (CAM) products, including intake, research, resolution, and root‑cause documentation.
Handle written complaints received from customers, regulatory agencies, executive offices, internal partners, branches, and social media channels – primarily through formal written responses.
Research complex mortgage issues, often involving default or foreclosure, within strict regulatory response timelines.
Prepare clear, empathetic, and well‑structured written responses, using standard templates while tailoring communications to each unique situation.
Assess complaint severity and risk, assigning cases appropriately or escalating when necessary.
Balance daily caseloads typically ranging from 10–15 complaints, with the ability to manage higher volumes during peak periods.
Identify patterns, risks, and root causes, contributing insights that help improve customer experience and operational processes.
Support audits and compliance reviews, ensuring accuracy, timeliness, and adherence to regulatory standards.
Participate in departmental initiatives and documentation, supporting continuous improvement efforts.
Operate independently under general supervision while collaborating with senior analysts, managers, audit, compliance, and business partners across the bank.
Why This Role Matters:
You help customers facing some of the most difficult moments of their financial lives.
You contribute directly to regulatory compliance, risk mitigation, and reputational protection for the bank.
Your work helps uncover broader themes and opportunities to improve the end‑to‑end customer journey.
Who We’re Looking For:
We’re seeking a thoughtful, detail‑oriented professional who combines strong writing skills, critical thinking, and empathy, and who can evaluate complex situations through multiple lenses to find fair, compliant outcomes.
Education and Experience Required:
Bachelor’s degree or equivalent work experience
1+ year of experience in banking, financial services, or a related field
Ability to meet and maintain Federal SAFE Act registration requirements
Education and Experience Preferred:
Exceptional written communication skills (formal responses, professional correspondence)
Experience in Customer Advocacy, Customer Experience, Collections, Escalations, or Complaint Resolution
Backgrounds such as branch banking leadership, call center escalations, marketing, or public relations are highly transferable
Strong critical thinking and problem‑solving ability, especially in regulated environments
Ability to view complex customer situations holistically and explore alternative solutions
Knowledge of mortgage servicing, default, foreclosure, or CAM‑related products
Strong analytical and data interpretation skills
Highly organized, self‑motivated, and comfortable managing multiple priorities under deadline
Professional presence and ability to work effectively across departments and organizational levels
Proficiency with standard business software and systems
Work Model & Location:
This is a hybrid role requiring four days in-office per week
Eligible candidates must live within reasonable commuting distance to 475 Crosspoint Parkway, Getzville, NY 14068
Work Schedule & Availability Requirements:
Monday-Friday, 8:00am-4:30pm
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $26.00 - $43.34 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.
