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About the Role

This position functions as a team coordinator/intake specialist, responsible for overseeing case distribution and providing administrative support. The role involves researching and resolving customer correspondence, including verbal, regulatory, and non-regulatory written communications.

Responsibilities

• Prescreen and document escalated customer complaint cases in Service Manager.
• Perform daily, weekly, monthly, and annual case reporting and audits.
• Participate in developing system/process enhancement plans.
• Evaluate systems and document functional processes.
• Delegate escalated customer complaint cases to analysts on a rotation.
• Investigate and resolve customer correspondences for M&T and Bayview accounts.
• Research and identify root causes of customer issues.
• Work with management to identify process gaps and establish procedural changes.
• Respond to incoming phone calls and other client requests via phone, e-mail, or letters.
• Promote and explain products/services to customers.
• 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 basic ad hoc analyses to support business decisions.
• Provide feedback to management regarding results.
• Identify risk-related issues needing escalation to management.
• Design, implement, maintain, and enhance internal controls to mitigate risk.
• Adhere to applicable compliance/operational risk controls.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of audit points and regulatory issues.
• Complete other related duties as assigned.

Requirements

• A combined 4 years of higher education and/or work experience.
• A minimum of 2 years of customer service experience.
• Proficient with personal computers and pertinent software including word processing, spreadsheet, and email software.
• Strong customer service skills.
• Strong verbal and written communication skills.

Skills

• Customer service
• Verbal communication
• Written communication
• Computer proficiency
• Word processing software
• Spreadsheet software
• Email software
• Problem solving
• Judgment
• Analytical skills
• Detail-oriented
• Organization

Location

• Getzville, New York, United States of America

Work Type

• Full-time

Experience Level

• Mid-level

Education Level

• Bachelor's degree preferred
• Higher education

Salary/Compensations

• $22.61 - $37.67 Hourly (USD)

About the Company

• M&T Bank is committed to fair, competitive, and market-informed pay for our employees.