Banking Services Operations Associate V - Retail Servicing Escalations

Overview

Responds to regulatory and non-regulatory complaints received from various channels including written, email, social media, executive correspondence for mortgage servicing, originations, and consumer lending products on behalf of M&T Bank or investors. Resolves complaints and inquiries via the phone or creating unique written communications to ensure full satisfaction within set service levels. Proactively monitors escalations and complaints for investors, identifies customers who need assistance, and provides servicing assistance.

Conducts quality reviews for unique letters created by other department members prior to release.

• Investigate and resolve regulatory and non-regulatory complaints and problem situations received from various channels 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.
• Create written communications to customers.
• Proactively monitor complaint trending of accounts for investors, identify customers who need assistance, and proactively reach out to diffuse any potential issues; resolve any concerns in a matter consistent with the M&T and Fairway brands. Escalate issues with servicing at other entity to their leadership through established routines and protocols.
• Work with Mortgage and Consumer Lending servicing, Compliance, and Legal as needed to elevate concerns or obtain additional information to respond to customer requests and complaints.
• Complete exception processing and research, including facilitating resolution of complex issues and non-regulatory complaints. Communicate directly with customers verbally and in writing to resolve complaints.
• Conduct quality control of department communications prior to customer resolution. Provide feedback regarding revision or additional research needed to other members of the department completing 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 servicing and consumer lending regulations.
• Maintain proficiency in use of multiple pertinent systems and subject matter expert knowledge of Mortgage and Consumer Lending business and product lines.
• Review and draft related procedures as requested.
• Support and assist with project implementation, process improvement and initiatives as needed.
• Interact with business partners via Webex and audio conference calls to review and resolve customer complaints.
• 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.

The position works under minimal supervision and adheres to metrics and service level agreements.

Associate's degree and a minimum of 2 years’ customer service experience, or in lieu of a degree, a combined minimum of 4 years’ higher education and/or customer service experience, including a minimum of 2 years’ customer service work experience

Proven customer service experience

Proficiency with personal computers as well as pertinent spreadsheet and word processing software

Excellent verbal and written communication skills

Advanced problem-solving skills

Experience constructing easily understood correspondence

Experience reviewing and editing written correspondence

Bachelor's degree

Minimum of 3 years’ mortgage servicing experience

Knowledge of RESPA requirements

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $22.61 - $37.67 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Millsboro, Delaware, United States of America