• Job Description

  Req#: R58739

  Overview:

  Research and resolve high risk, urgent complaints from various channels including Executive Offices, Regulatory Agencies, and other internal departments. Provide follow up/resolution within set service levels.

  Primary Responsibilities:

  • Handle high level, high risk, urgent complaints from Regulatory Agencies, Executives Offices, and other sources/channels

  • Adhere to associated internal and external Service Level Agreements (SLA’s), issue timely and accurate documentation and correspondence to complainants and departments, maintain accurate documentation on departmental database and electronic files, prioritize complaints/problems as they arise, escalate for guidance when necessary

  • Handle complaints directly from Executive and Senior Management and is responsible for resolution and follow up regarding these complaints. Communicate findings via preparation of an Executive Summary to management

  • Independently identify opportunities to improve products, services and processes within the department or bank-wide

  • Act as a liaison between the Customer Care Department Centralized Compliance Department, Legal and other internal business partners to align expectations, enhance knowledge and processes in Customer Care and build strong working relationships. Incorporate recommended changes and enhancements in the complaint handling process from these relationships into the Customer Care Department, including training other Specialists in the unit

  • Serve as an internal department mentor to co-workers

  • 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

  Education and Experience Required:

  • Bachelor's degree, or equivalent work experience

  • 3 years relevant experience

  Education and Experience Preferred:

  • Experience in a customer advocate role or customer service quality control/auditing

  • Problem solving, research, and resolution skills

  • Possess detailed knowledge of M&T products, services and associated systems; retail and business deposit accounts, retirement accounts; disputed transactions, digital banking and branch operations

  • Customer Service experience focusing on service recovery and advocacy for customer

  • Demonstrated ability to remain organized while handling and prioritizing multiple problems and initiatives in a fast- paced environment

  • Ability to independently identify opportunities to improve products, services and processes within the department or bank-wide

  • Ability to take ownership and effectively investigate and resolve customer complaints with accurate information, utilizing judgment, operational and technical knowledge; adhering to SLAs

  • Ability to exercise decision-making based on product, systems, policy and branch/department operations

  • Proven writing skills; create written drafts for correspondence to customers that incorporates resolution and education while projecting empathy as well as the M&T Brand

  • Ability to maintain accurate documentation in system of record; organizational skills necessary

  • Ability to work independently while knowing when to escalate for guidance if necessary

  • Ability to prioritize

  • Legal, Compliance or Retail Banking background

  • Ability to interface with all levels throughout the organization

  • Develops strong internal partnerships to foster ability to resolve executive level complaints in an expeditious manner

  • High comfort level interacting directly with senior management and their support staff members acting on their behalf

  • Analytical, accurate and detail-oriented while working under pressure

  • Leadership skills

  Working Model/Location/Schedule:

  • This is a hybrid position currently requiring two days per week in-office. We are located at 850 Main Street, Bridgeport, CT 06604

  • Standard hours of the position are Monday-Friday, 8:30am-5:00pm with the flexibility to start as early as 7:00am-3:30pm

  • Light weekend hours are on a rotation/volunteer basis and are estimated to occur only 4-5 times per year

  M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $74,286.06 - $123,810.11 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

  Location

  Bridgeport, Connecticut, United States of America

• About the company

  M&T Bank Corporation is an American bank holding company headquartered in Buffalo, New York.

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