Overview:

Research and resolve M&T/Bayview verbal and regulatory and non-regulatory written customer correspondence. Provide follow-up and resolution within set service levels.

Primary Responsibilities:

• 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.
• Produce response letters and verbal resolutions while adhering to established SLAs.
• Assist Escalations Analyst I’s as dictated by overall case volume.
• Perform daily, weekly, monthly, and annual reporting and audits. Participate in developing system/process enhancement plans.
• Perform basic ad hoc analyses to support business decisions. Provide feedback to management regarding results.
• Design and implement complex PC based models to support business decisions, making recommendations to management based on research and financial analysis.
• Evaluate systems and document functional processes.
• Participate in establishment of tracking mechanisms and in developing process enhancement plans.
• 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 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:

The incumbent works under general supervision.
The incumbent has internal contact with other departments and externally with customers and service providers.

Education and Experience Required:

A combined 5 years’ higher education and/or work experience including a minimum of 3 years’ customer service experience.

Proficient with personal computers and pertinent software including word processing, spreadsheet and email software.
Strong customer service skills.
Outstanding verbal and written communication skills.

Education and Experience Preferred:

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.
Analytical, accurate and detail-oriented while working under pressure.
Demonstrated ability to remain organized in a fast paced environment.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $24.76 - $41.27 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Getzville, New York, United States of America