Banking Services Operations Associate III- Warranty Products (Hybrid - Buffalo, NY)

M&T Bank•Buffalo, NY

7d•$19 - $31•Hybrid

About The Position

Supports the regulated cancellation and processing of automobile and recreational product (recfi) dealer warranties at time of early payoff, sold collateral, or total loss. Works closely with internal business partners to process refunds to customers and external partners to ensure customers are receiving the correct refund amounts.

Requirements

High School diploma or equivalent (GED) and a minimum of 2 years' general work experience.
Experience in the use of Personal Computers including word processing, spreadsheet, presentation, and industry-specific software.
Microsoft suite experience, including strong Microsoft Excel skills, including custom view and sorting data
Customer service experience

Nice To Haves

Associate’s Degree
Banking or Insurance related experience
Total loss/insurance experience

Responsibilities

Process physical and virtual funds received from dealerships and warranty providers utilizing a daily spreadsheet to track funds received.
Complete required ticket work, payment slips, and system documentation.
Respond to incoming phone calls from customers on a daily basis, ensuring their questions surrounding warranty refunds are answered.
Initiate outbound calls to warranty providers to ensure we have accurate refund amounts by the required dates.
Monitor warranty cancellation request queue in external vendor system ensuring refund quotes are within required timeframe, are accurate and follow refund regulations.
Use internal control reporting to process expense refunds to customers that are the Bank’s responsibility to refund.
Compile and submit check requests daily to customers owed a refund with no remaining loan balances.
Review exception accounts approaching performance standard deadlines and act to ensure compliance with regulation refund timelines.
Review cancellation transmission data to ensure all cancellations are reaching providers and dealers, updating any contact profiles to correct contact information.
Update dealer contact profiles and initiate quarterly review of our contact information with relationship mangers.
Respond to or resolve mid-level escalations and special requests across all disciplines.
Research and provide follow-up to escalated issues.
Manage the warranty refund check workbooks for those unable to be processed.
Responsible for reaching out to warranty providers and dealerships to get customer information to resolve the refund issue.
Process invoices to dealer groups involved with special handling of refunds to reimburse the bank.
Attend all meetings with business partners, notate discussions taking place, and distribute meeting notes to attendees after the meeting.
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.