Banking Services Operations Associate III - Retail Servicing Customer Support

M&T Bank • Millsboro, DE

7d • Onsite

About The Position

This position provides support for letter verification, creation, and other customer fulfillment requests, inclusive of written communication including correspondence and email. The role involves responding to written and email correspondence from customers, completing outbound phone calls to explain resolutions, and supporting customer requests. Key responsibilities include researching and responding to customer inquiries, processing deposit for online opened accounts, interacting with other bank departments, and ensuring compliance with applicable laws and regulations. The associate will develop proficiency in multiple systems and knowledge of Mortgage and Consumer Lending business lines, and may draft related procedures and customer communications. Adherence to the Company's risk and regulatory standards, policies, and controls is essential, as is identifying and escalating risk-related issues. Promoting an inclusive environment and maintaining internal control standards are also part of the role.

Requirements

• High School diploma or equivalent (GED)
• 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 Haves

• Associate's Degree
• M&T Bank Customer Servicing experience
• Knowledge of banking regulations

Responsibilities

• Research and respond to customer inquiries, including mail and email.
• Review documentation and records to gather information necessary to respond to customer inquiries; seek assistance when needed for more complex issues.
• Process deposit for online opened accounts received by mail in a timely and accurate manner; 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, payment histories, year-end statements, card fulfillment, 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.

Benefits

• The pay range for this position is $18.68 - $31.14 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED