Customer Asset Management - Escalations Analyst I

Title: Customer Asset Management (CAM) Escalations Analyst I (Hybrid - Getzville, NY)

Location: Getzville United States

Job Description:

Hybrid Position

time type

Full time

job requisition id

R83238

Work Location & Arrangement: This is a hybrid position requiring in-office work four (4) days every week (every Monday, Tuesday, Wednesday, & Thursday) and it will be based in M&T Bank's Getzville, NY office.

 

Overview:

This position functions as team coordinator/intake specialist. Responsible for overseeing the distribution of cases through the team on a rotating basis and assisting with administrative functions for the team. This position will also involve research and resolving M&T/Bayview verbal and regulatory and non-regulatory written customer correspondence.

 

Primary Responsibilities:

• Prescreen and document escalated customer complaint cases appropriately in Service Manager.
• Perform daily, weekly, monthly, and annual case reporting and audits.
• Participate in developing system/process enhancement plans.
• Evaluate systems and document functional processes.
• Delegate all escalated customer complaint cases to analysts on a rotation.
• Effectively investigate and resolve customer correspondences received directly or through a regulatory agency for M&T and Bayview accounts with accurate information. Research and identify root causes; work with management to identify process gaps and establish procedural changes to mitigate future occurrences.
• Respond to incoming phone calls and other client requests made via phone, e-mail or through letters maintaining brand image.
• Promote and explain our products/services to customer on an ongoing basis in order to maximize opportunities.
• Maintain accurate documentation on departmental database and electronic files.
• Issue timely and accurate documentation and correspondence to clients, and other departments. Prioritize problems as they arise.
• Perform basic ad hoc analyses to support business decisions. Provide feedback to management regarding results.
• Identify risk-related issues needing escalation to management. Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis.
• Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
• 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.

 

Scope of Responsibilities:

The incumbent works under general supervision.
The incumbent has internal contact with numerous departments and externally with customers and service providers.

 

Education and Experience Required:

• A combined 4 years higher education and/or work experience including a minimum of 2 years’ customer service experience.
• Proficient with personal computers and pertinent software including word processing, spreadsheet and email software.
• Strong customer service skills and an empathetic approach when interacting with customers.
• Strong verbal and written communication skills.
• Strong attention to detail.

 

Education and Experience Preferred:

• Bachelor’s degree.
• Previous experience in banking, default, customer service and/or loss mitigation.
• Ability to empathize and defuse sensitive customer situations.
• Knowledge of Bank products and services.
• Strong problem solving skills and judgment.
• Detailed knowledge of all departmental systems/applications.
• Excellent communication skills, both verbal and written.
• Analytical, accurate and detail-oriented while working under pressure.
• Demonstrated ability to remain organized in a fast paced environment.

 

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.

Location

Getzville, New York, United States of America