Banking Services Operations Associate III - Retail Servicing Customer Support

M&T Bank•Millsboro, DE

1d•$19 - $31

About The Position

Overview: Responds to written and email correspondence from customers. Completes outbound phone calls to customers as required to explain resolution to their correspondence. Provides support for customer requests. Primary 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. Scope of Responsibilities: This position provides support for letter verification, creation, and other customer fulfillment requests, inclusive of written communication including correspondence and email. Education and Experience Required: 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 Education and Experience Preferred: Associate's Degree M&T Bank Customer Servicing experience Knowledge of banking regulations M&T Bank is committed to fair, competitive, and market-informed pay for our employees. 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. Location Millsboro, Delaware, United States of America Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people’s lives and uplift the communities we serve. M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&T’s affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Bank’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. M&T Bank has a network of over 1,000 branches and 2,200 ATMs that span 12 states from Maine to Virginia and Washington, D.C. For more than 165 years, M&T has strived to take an active role in our communities and build long-lasting relationships with our customers. We are a bank for communities—combining the capabilities of a large bank with the care of a locally focused institution. As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values – integrity, ownership, collaboration, curiosity, and candor – drive the work we do. We seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members. View M&T’s Human Capital Report to learn more. Ready to join our team? Submit your application today! If you are unable to apply through this site due to technical issues or need an accommodation to apply, please contact us at [email protected] for assistance. M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws. M&T Bank Corporation has policies and procedures in place to promote a drug free workplace. Career Site Privacy Notice

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.