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About the Role
Responsible for directing the day-to-day activities for a unit, managing approximately 10 FTEs or fewer employees covering diverse disciplines and/or complex functions. Manages workflow of medium complexity and risk exposure, acting largely independently. External contacts include customers, vendors, and outside agencies. Has charge-off authority within established levels. Manages a team of professionals, including people, budget, and planning.
Responsibilities
- Oversee the daily activities of a unit of employees to meet departmental objectives.
- Direct staff in customer service, collections, or account servicing techniques.
- Resolve disputed transactions efficiently and cost-effectively.
- Negotiate effectively on customer calls.
- Compile month-end data for management distribution and decision-making.
- Serve as an integral member of the portfolio acquisition team, directing the onboarding of acquired loans.
- Evaluate unit processes, procedures, and policies to increase operational efficiency.
- Understand and adhere to the Company’s risk and regulatory standards, policies, and controls.
- Design, implement, maintain, and enhance internal controls to mitigate risk.
- Identify risk-related issues needing escalation to management.
- 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.
- Exercise managerial authority concerning staffing, performance appraisals, promotions, salary recommendations, performance management, and terminations.
Requirements
- A combined total of 6 years of higher education and relevant work experience in a call center or bank operations environment.
- 1 year of work leadership or supervisory experience.
- Excellent customer service skills with the ability to use tact and diplomacy.
- Strong knowledge of relevant spreadsheet, word processing, and presentation software.
Skills
- Customer service
- Collections
- Account servicing
- Negotiation
- Risk management
- Internal controls
- Spreadsheet software
- Word processing software
- Presentation software
- Oral communication
- Written communication
Location
- Getzville, New York, United States of America
Work Type
- Full-time
Experience Level
- Managerial
- Supervisory
Education Level
- Bachelor's degree preferred
Salary/Compensations
- $62,200.00 - $103,600.00 Annual (USD)
About the Company
- M&T Bank is committed to fair, competitive, and market-informed pay for our employees.