Overview:

Provides expert policy, procedure, and systems navigation support to internal departments including the Retail Branch Network, Private Banking and Premier Services via call center and electronic channels to help customer-facing employees better service external customers of the Bank. Serves as liaison between customer-facing employees and back-office departments to resolve servicing, operational and technical issues for Retail and Business Banking deposits and loans and Retail and Business Online Banking. Provides direct support to less experienced personnel by assisting with complex calls, identifying training needs, and providing on-the-job coaching. Completes analyses to determine if technical issues are limited or widespread and when issues require escalation, documents all necessary details, and initiates the escalation process.

Primary Responsibilities:

• Provide exceptional service to branch, Private Banking and Premier Services’ employees by directing them to Bank policy, procedure and system navigation-related solutions to support their servicing external customers of the Bank.
• Serve as single point of contact support for internal employees by answering questions on initial contact or escalating request to appropriate area according to Client Service procedures; follow-up on escalated issues to ensure resolution and/or relay information received to initial requestor to support servicing external customer.
• Provide analytical and troubleshooting support to resolve issues related to branch software and systems.
• Identify technical issues requiring escalation, compile supporting data by asking detailed questions, reviewing if other instances have been reported, and/or gathering screen shots, then, if necessary, initiate the escalation process according to department procedure.
• Assist less experienced personnel with call or electronic escalations to ensure the correct policy, procedure or technical resolution process is followed.
• Identify training needs when providing support to less experienced personnel and provide on-the-job coaching during escalated call or electronic interactions.
• Document all contacts electronically including caller information, inquiry type and notes detailing the interaction as required, to provide a record for future activity and identify recurring problems.
• Acquire and maintain knowledge and thorough understanding of pertinent operations policies and procedures to support service provided to internal customer-facing areas.
• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.
• Promote an environment that supports diversity 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.

Scope of Responsibilities:

This position provides exceptional service to the Retail Branch Network, Private Banking and Premier Services by resolving inquiries and/or problems in a timely manner. The position provides support via a call center environment as well as through electronic channels and is a key resource for internal business partners so they can provide the best experience to customers of the Bank. This position interacts with appropriate areas within the Bank to ensure servicing, operational and technical issues for Retail and Business Banking deposits and loans and Retail and Business Online Banking are resolved efficiently and accurately. It is important for the position to stay current on policy, procedure and operational changes as well as demonstrate proficiency using all available resources to direct business partners to the correct solutions.
This position provides direct support to less experienced personnel by assisting with complex calls, identifying training needs, and providing on-the-job coaching to ensure the correct policy, procedure or technical resolution process is followed.
This position plays a key role in determining whether technical issues are limited or widespread by asking detailed questions, reviewing if other instances have been reported and/or gathering screen shots. The position is also expected to escalate issues when necessary according to department procedure.

Education and Experience Required:

Associate’s degree and a minimum of 2 years’ customer service experience, or in lieu of a degree, a combined minimum of 4 years’ higher education and/or work experience, including a minimum of 2 years’ customer service experience
Strong problem-solving skills
Strong organizational skills
Strong verbal and written communications skills, including experience interpreting, analyzing and responding to requests, anticipating problems and providing resolution
Strong interpersonal skills
Experience using tact and diplomacy in communications
Strong personal computer and technical troubleshooting skills


Education and Experience Preferred:

Minimum of 1 year’s Client Services experience or minimum of 3 years’ banking, call center or branch banking experience
Knowledge of systems and applications used by department
Knowledge of Bank products and services and branch operations, including an understanding of Retail and Business Banking deposits and loans and Retail and Business Online Banking
Ability to work effectively in a fast-paced and changing environment
Ability to prioritize work and be detail-oriented

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.94 - $34.91 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Williamsville, New York, United States of America