Banking Services Operations Associate IV
BankingServicesOperationsAssociateIV-RetailServicingEscalations
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Banking Services Operations Associate IV - Retail Servicing Escalations at Banking Services Operations Associate IV. Skills: customer service experience, Investigate and resolve problem situations and complaints, Research and identify root cause problem causation, Exercise decision making based on extensive product, systems policy and operational knowledge, Create written communications to customers, Complete quality control of offshore vendors, Maintain proficiency in use of multiple pertinent ”
What You'll Achieve.
adheres to metrics and service level agreements; Ensure full satisfaction within set service levels
Industry & Context.
problem-solving skills; Investigate and resolve problem situations and complaints; Research and identify root cause problem causation
What They're Looking For.
Must Have
Associate's degree and a minimum of 1 year customer service experience, or in lieu of a degree, a combined minimum of 3 years’ higher education and/or customer service experience, including a minimum of 3 years’ customer service experience, Proven customer service experience, Proficiency with personal computers as well as pertinent spreadsheet and word processing software, verbal and written communication skills, problem-solving skills
Nice to Have
Bachelor’s degree, Mortgage Servicing experience, Knowledge of RESPA requirements
What You'll Do.
Investigate and resolve problem situations and complaints with accurate information
operational and technical knowledge.
Research and identify root cause problem causation and work with various levels of leadership to establish a process to mitigate future occurrences.
Exercise decision making based on extensive product
systems policy and operational knowledge leveraging resources only when needed.
Complete all 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 and consumer lending servicing regulations.
Create written communications to customers.
Complete quality control of offshore vendors who are processing work on behalf of the Bank.
Maintain proficiency in use of multiple pertinent systems and knowledge of Mortgage and Consumer Lending business and product lines.
Review and draft related procedures as requested.
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.
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.
Promote an environment that supports belonging and reflects the M&T Bank brand.
Complete other related duties as assigned
How You'll Work.
Team & Collaboration
work with various levels of leadership; Complete quality control of offshore vendors
Communication Scope
verbal and written communication skills; Create written communications to customers
Full Job Description
# ****Overview:**** Responds to non-regulatory complaints from various channels including written and email correspondence for mortgage servicing, originations and consumer lending products on behalf of M&T Bank or investors. Responds to inquiries of a more complex nature that have escalated out of the contact center for resolution. Fully resolves the complaints and inquiries by discussing resolution via the phone or creating unique written communications to ensure full satisfaction within set service levels. ## ****Primary Responsibilities:**** * Investigate and resolve problem situations and complaints with accurate information, utilizing judgement, operational and technical knowledge. * Research and identify root cause problem causation and work with various levels of leadership to establish a process to mitigate future occurrences. * Exercise decision making based on extensive product, systems policy and operational knowledge leveraging resources only when needed. * Complete all 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 and consumer lending servicing regulations. * Create written communications to customers. * Complete quality control of offshore vendors who are processing work on behalf of the Bank. * Maintain proficiency in use of multiple pertinent systems and knowledge of Mortgage and Consumer Lending business and product lines. * Review and draft related procedures as requested. * 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. * 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. * Promote an environment that supports belon
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