Overview:

Provides primary customer service to internal and external customers regarding daily transactions, addressing inquiries, and problem resolution, in accordance with M&T Bank policies.  Proactively shares information, ideas and best practices with team members and business partners.  Acts as a liaison between customer, relationship manager and branch manager to promote partnership coordination and internal and external customer service and satisfaction. 

Primary Responsibilities:

• Act in a liaison capacity between the customer, relationship manager (RM) and branch manager (BM) to promote partnership coordination and provide internal and external customer service and satisfaction. 
• Refer customers to the appropriate business partner for products and services uncovered during business interactions and/or conversations.
• Assist with the administration of credit and non-credit products and services through the resolution of operation problems. 
• Maintain a position of trust and responsibility by keeping all customer business confidential.
• Make service and/or follow up phone calls to prospects/customers.
• Prepare customer correspondence and/or commitment letters.
• Contribute to the bank’s sales and customer retention goals:

• Marketing Lists & Calling Activity

• Organize marketing lists
• Generate and send letters on behalf of RM
• Make service and/or follow up phone calls to prospects/customers
• Coordinate/schedule appointments for RM
• Assist partnership coordination/communication between RM and BM
• Referral Generation & Customer Service
• Refer identified sales opportunities to RM/BM for follow up
• Be proactive in identifying alternative delivery opportunities during customer interactions
• Communicate knowledge of customer related issues to RMs and business partners to allow pro-active consultation
• Take ownership of the customer’s experience with M&T bank. 
• Sales Tracking & Customer Contact Systems
• Generate ‘live’ reports as requested; recommend often-requested reports be centrally automated
• Add/maintain customer information following established protocols
• Add/maintain sales and referral activities
• Monitor reports and coordinate follow up efforts requiring customer interaction
• Assist RMs and team with meeting systematic deadlines for tracking
• Provide proficient and efficient operational service.
• Notify RM of customer related issues to allow pro-active consultation.
• Interact on a daily basis with all operational areas of the bank in order to review, research and correct operational and accounting customer problems. 
• Utilize bank loan and deposit systems and the tools of customer service and inquiry systems in the resolution of customer problems.
• Process requests for research, corrections, loan payments, loan advances, collateral releases, wire transfers and credit inquires.
• Coordinate processing of loan application and required documentation; utilizing appropriate loan approval systems.
• Effectively interact with title companies and attorneys as required
• Coordinate the loan closing/settlement; ensuring all documentation is completed on a timely basis.
• Disburse proceeds according to instructions.  May accompany RM to loan closing.
• Navigate and enter all provided information into sales tracking and customer contact systems.
• Monitor reports and coordinate follow up efforts requiring customer interaction
• Contribute to the bank’s management of credit and operational risk, and regulatory compliance.
• Keep abreast of product lines, internal policies and procedures, and external regulations that may impact assigned area.
• Follow appropriate policies and procedures as required by audit and regulatory compliance as relevant to assigned duties.
• Assist RMs in the preparation of Loan Review memos and Special Asset transfer procedures, as required.
• Proactively resolve documentation exceptions in conjunction with RMs.
• Create/maintain customer credit files as required by department
• Perform other duties and assignments as requested by management

Scope of Responsibilities:

The incumbent must possess the ability to initiate independent action, using skill and judgment in identifying and resolving problems and anticipating customer needs. Ability to take on any additional activities or projects.  Ability to work with moderate job supervision and begin to show a  potential leadership role among peers.

Supervisory/ Managerial Responsibilities:

None

Education and Experience Required:

• High school diploma or equivalent.
• Minimum three years customer service experience.
• Some Travel may be required due to remote support needs
• Proficient knowledge of the bank’s core word processing and spreadsheet applications, and loan, deposit and customer contact systems used in the BB Division.  Be able to troubleshoot technical or customer related problems or issues. 
• Knowledge of the bank’s products, operations, policies, and procedures.
• Solid familiarity with banking regulations, financial statements and commercial loan documentation required.
• Good math aptitude.
• Solid verbal and written communication skills
• Strong customer service skills with the willingness to utilize those skills in participating in the department’s sales and customer retention activities.
• Ability to work as a team member, and to work effectively under pressure with tact and diplomacy.
   

Education and Experience Preferred:

• Associate’s degree preferred.
• Minimum two years business banking or commercial lending experience preferred.
• Previous experience with managing a customer base or customer portfolio is preferred. 

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

York, Pennsylvania, United States of America