Overview:

Provide customer support by servicing the needs for existing and prospective Dealer Commercial Services customers, ensuring a smooth delivery of superior customer service by processing all daily requests by cutoff times and resolving all issues or questions in a timely manner. This position is a combination of customer service with both internal and external customers at an operational level and requires you to learn all aspects of the department.

Primary Responsibilities:

• Act in a liaison capacity between the customer and the Dealer Commercial Services representatives, responding to questions and resolving problems.
• Interact daily with various operational areas of the bank in order to review, research and correct operational and accounting customer problems to include but not limited to settlement desk, tickler and file maintenance and account reconciliation.
• Handle and process all account maintenance.
• Review loan documentation on newly approved and closed loans.
• Disburse proceeds according to instructions.
• Review various departmental reports for variances.
• Keep abreast of product lines, internal policies and procedures, and external regulations that may impact assigned area.
• Perform other duties and assignments as requested by management.
• The incumbent is responsible for performing all follow-up and backup work required to support Dealer Commercial Services representatives with day-to-day customer service.
• Possess the ability to initiate independent action, using skill and judgment in identifying and resolving problems and anticipating customer needs.
• Review and process all dealers’ requests via email and phone by reaching out to dealers or whomever is needed to ensure all requests are processed within our cutoff times and 24-hour turnaround time.
• Ensure new distributors (Auction houses/Manufacturers) are setup on system.
• Review and Process all Auction House requests via email. 
• Assist with setting up new dealers on our dealer system.
• Responsible for performing all follow-up and backup work required to support Dealer Commercial Services clients with day-to-day customer service.
• 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.
• Follow appropriate policies and procedures as required by audit and regulatory compliance as relevant to assigned duties.
• Monitor, Review, and Reply to Emails from Multiple Email boxes.
• The incumbent must possess the ability to initiate independent action, using skill and judgment in identifying and resolving problems and anticipating customer needs.
• Maintain and track all daily activity on our internal tracking system RMM with a goal of 85% productivity on a daily basis.
• Notify RM/RL3 of customer related issues to allow pro-active consultation on matters that we are not directly related to floor plan.
• Review collateral documents (Front and Back of Titles, MV50's, Reassignments, POA's or MSO/CO for new units) for dealerships to ensure that they in fact own a vehicle and that we have proof before sending that on to the person to approve and fund the dealer. 
• Process Collateral Transfers between collateral lines, process Conversion requests per the dealer based on additional invoices sent to us. 
• Answer the customer service line, assisting with dealer unit information, and or reaching out to the dealers RM/RL3 for a resolution regarding any items that are not floor plan related.
• Process RV Dealer funding Requests
• Review and monitor the new dealer and modification requests. 
• Prepare & Assist with sending wire transfer requests

Education and Experience Required:

Associate’s degree and a minimum of 1 years’ related work experience, or in lieu of a degree, a combined minimum of 3 years’ higher education and/or work experience, including a minimum of 1 years’ related experience

Education and Experience Preferred:

Bachelor’s degree

Ability to work as a team member

Proficient personal computer skills, including Microsoft Word and Excel

Knowledge off bank policies, procedures, and banking regulations

Knowledge of loan documentation

Excellent customer service skills with the ability to use tact and diplomacy

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.57 - $30.95 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Buffalo, New York, United States of America