Overview:

Perform quality control and management review of all cases. Work with manager to provide feedback to employees regarding scorecard results and established service level agreements. Assist with follow-up and resolution within set service levels. Work on process gap projects with business units. Represent the team in Customer Asset Management (CAM) or bank wide projects and initiatives. Position will also be responsible for supervising a team of Escalations Analysts and daily departmental workflow.

Primary Responsibilities:

• QC first draft of all written response letters and provide final approval to mail to customers or proceed for Compliance Risk Management review.
• Maintain a scorecard of the QC of all cases and work with the Manager to provide feedback to Analysts.
• Design and implement ad hoc or standard reporting of team complaint data and volumes.
• Observe, identify, and comment on trends, patterns, and issues found in all customer complaints. Create clear and concise presentations of trends, patterns and issues for management to utilize.
• Author and maintain departmental procedures, job aids, and program guide documentation.
• Participate in or lead CAM or bank wide project meetings to represent CAM Escalations or lead CAM Escalations initiatives.
• Assist Reporting Analyst and Analysts I and II as dictated by overall case volume.
• 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.
• 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.
• Research complaints specific to Credit Bureau Reporting and work with Credit Bureau Research group to update Credit Bureau Reporting when needed. 
• Ensure appropriate codes are placed on accounts per M&T Credit Reporting Standards Documents. 
• Attend Credit Bureau Reporting meetings as CAM representative. 
• Review accounts for Credit Bureau Reporting as part of Quarterly audit(s).  Work with Compliance and CAM Lines of Business to ensure that process and procedures produce accurate Credit Bureau Reporting.
• Supervises and coordinates daily workflow to meet departmental objectives.
• Provides leadership, guidance, and feedback to staff, as well as training when necessary.
• 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 minimal supervision.

The incumbent has direct contact with the team, other departments, and externally with customers and service providers.

Managerial/ Supervisory Responsibility:

The incumbent will exercise supervisory authority over staff.

Education and Experience Required:

A combined 6 years’ higher education and/or work experience including a minimum of 4 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 as well as editing 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 $60,890.34 - $101,483.90 Annual (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