Banking Services Operations Associate III - Retail Servicing Customer Support

M&T Bank•Millsboro, DE

8d•$19 - $31•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. It requires research and response to customer inquiries, review of documentation, processing of deposits for online opened accounts, and interaction with other bank areas to gather information for customer needs such as payoff requests, payment histories, year-end statements, and card fulfillment. Activities must be compliant with applicable laws and regulations like RESPA and FDCPA. The role also demands developing proficiency in multiple systems and knowledge of Mortgage and Consumer Lending business lines, reviewing and drafting procedures, and drafting customer communications. Adherence to the Company’s risk and regulatory standards, policies, and controls is essential, along with identifying and escalating risk-related issues. Promoting an environment that supports belonging and reflects the M&T Bank brand, and maintaining M&T internal control standards are also key aspects of the role. Other related duties as assigned.

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.