M&T Bank
BankingServicesOperationsAssociateIIIRetailServicingCustomerSupport
“Banking Services Operations Associate III - Retail Servicing Customer Support at M&T Bank. Skills: customer support, written correspondence, email correspondence, outbound phone calls, customer requests, deposit account opening, audit and compliance, Mortgage and Consumer Lending business and product lines, risk and regulatory standards, internal control standards. Responds to written and email correspondence from customers.. Completes outbound phone calls to customers as required to explain res”
Industry & Context.
Demonstrated problem-solving skills
What They're Looking For.
Must Have
Minimum of 2 years relevant work experience, Proficiency with personal computers as well as pertinent spreadsheet and word processing software, Demonstrated verbal and written communication skills, Demonstrated problem-solving skills
Nice to Have
Associate's Degree, M&T Bank Customer Servicing experience, Knowledge of banking regulations
What You'll Do.
Responds to written and email correspondence from customers.
Completes outbound phone calls to customers as required to explain resolution to their correspondence.
Provides support for customer requests.
Research and respond to customer inquiries
including mail and email.
Review documentation and records to gather information necessary to respond to customer seek assistance when needed for more complex issues.
Process deposit for online opened accounts received by mail in a timely and accurate create and maintain deposit account opening monetary logs for audit and compliance purposes.
Interact with other areas of the Bank to obtain needed information to respond to customer requests which may include payoff requests
and other customer needs.
Complete activities in a manner compliant with applicable laws and regulations
such as RESPA (Real Estate Settlement Procedures Act)
FDCPA (Fair Debt Collection Practices Act) and other applicable mortgage servicing regulations.
Develop a proficiency in the use of multiple pertinent systems and knowledge of Mortgage and Consumer Lending business and product lines.
Review and draft related procedures as requested.
Draft communications to customers.
Understand and adhere to the Company’s risk and regulatory standards
policies and controls in accordance with the Company’s Risk Appetite.
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 internal and external audit points together with any issues raised by external regulators as applicable.
Complete other related duties as assigned.
Provides support for letter verification
and other customer fulfillment requests
inclusive of written communication including correspondence and email.
How You'll Work.
Team & Collaboration
Interact with other areas of the Bank to obtain needed information to respond to customer requests
Communication Scope
Demonstrated verbal and written communication skills; Draft communications to customers
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