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Banking Services Group Leader III – Retail Servicing
| Company | M&T Bank |
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| Location | Millsboro, DE, USA |
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| Salary | $24.76 – $41.27 |
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| Type | Full-Time |
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| Degrees | Associate’s |
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| Experience Level | Mid Level, Senior |
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Requirements
- Associate’s degree and a minimum of 3 years’ relevant work experience, or in lieu of degree, a combined minimum of 5 years’ higher education and/or relevant customer service work experience.
- Strong customer service skills
- Proficient in the use of Personal Computers including word processing, spreadsheet, presentations and industry-specific software.
Responsibilities
- Guide workflow, ensuring regulatory and non-regulatory complaints are responded to accurately and within service level agreements.
- Review and edit all regulatory and non-regulatory complaint response letters prior to mailing response to customers ensuring compliance with service level agreements.
- Remove barriers to timely response of high risk, urgent complaints from regulatory, executive offices and other sources and channels.
- Actively participate in root cause identification discussions and promote opportunities for process improvement to enhance the customer experience.
- Oversee and respond to all complaint related audits and exams.
- Participate in all Complaint Handling Area and Customer Advocacy related meetings.
- Monitor work-flow and serve as liaison between assigned Retail Servicing unit and management, Legal, Compliance and other complaint handing areas, as needed.
- Provide training and coaching to assigned Retail Servicing team on daily work functions and approve daily work of assigned. Assist in onboarding of new hires.
- Assist with production work on an as needed basis.
- Complete daily production reporting for assigned Retail Servicing team.
- Maintain currency of team procedures; complete quality assurance control reviews of team activities to ensure adherence to these procedures.
- Participate in special projects as assigned.
- Manage and provide guidance on exceptions occurring within the team.
- Identify opportunities and assist with implementation of approved process improvement efforts for assigned team.
- Approve daily team productivity reports, ensuring they accurately reflect team activity.
- Research and resolve complex internal and external customer issues and escalations within assigned area.
- Provide vendor and third party support with daily activities and problem resolution.
- Resolve regulatory complaints for assigned team, working with Legal and Compliance as required.
- 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 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.
Preferred Qualifications
- Bachelor’s Degree
- Minimum of 4 years’ mortgage servicing experience
- Knowledge of Real Estate Settlement Procedures Act (RESPA) requirements
