Banking Services Operations Associate IV - Retail Servicing Escalations

M&T Bank•Millsboro, DE

13d•$21 - $34

About The Position

Overview: Responds to non-regulatory complaints from various channels including written and email correspondence for mortgage servicing, originations and consumer lending products on behalf of M&T Bank or investors. Responds to inquiries of a more complex nature that have escalated out of the contact center for resolution. Fully resolves the complaints and inquiries by discussing resolution via the phone or creating unique written communications to ensure full satisfaction within set service levels. Primary Responsibilities: Investigate and resolve problem situations and complaints with accurate information, utilizing judgement, operational and technical knowledge. Research and identify root cause problem causation and work with various levels of leadership to establish a process to mitigate future occurrences. Exercise decision making based on extensive product, systems policy and operational knowledge leveraging resources only when needed. Complete all 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 and consumer lending servicing regulations. Create written communications to customers. Complete quality control of offshore vendors who are processing work on behalf of the Bank. Maintain proficiency in use of multiple pertinent systems and knowledge of Mortgage and Consumer Lending business and product lines. Review and draft related procedures as requested. 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. 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. Promote an environment that supports belonging and reflects the M&T Bank brand. Complete other related duties as assigned Scope of Responsibilities: The position works under minimal supervision and adheres to metrics and service level agreements. Education and Experience Required: Associate's degree and a minimum of 1 year customer service experience, or in lieu of a degree, a combined minimum of 3 years’ higher education and/or customer service experience, including a minimum of 3 years’ customer service experience Proven customer service experience Proficiency with personal computers as well as pertinent spreadsheet and word processing software Strong verbal and written communication skills Strong problem-solving skills Education and Experience Preferred: Bachelor’s degree Mortgage Servicing experience Knowledge of RESPA requirements M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.55 - $34.25 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

Associate's degree and a minimum of 1 year customer service experience, or in lieu of a degree, a combined minimum of 3 years’ higher education and/or customer service experience, including a minimum of 3 years’ customer service experience
Proven customer service experience
Proficiency with personal computers as well as pertinent spreadsheet and word processing software
Strong verbal and written communication skills
Strong problem-solving skills

Nice To Haves

Bachelor’s degree
Mortgage Servicing experience
Knowledge of RESPA requirements

Responsibilities

Investigate and resolve problem situations and complaints with accurate information, utilizing judgement, operational and technical knowledge.
Research and identify root cause problem causation and work with various levels of leadership to establish a process to mitigate future occurrences.
Exercise decision making based on extensive product, systems policy and operational knowledge leveraging resources only when needed.
Complete all 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 and consumer lending servicing regulations.
Create written communications to customers.
Complete quality control of offshore vendors who are processing work on behalf of the Bank.
Maintain proficiency in use of multiple pertinent systems and knowledge of Mortgage and Consumer Lending business and product lines.
Review and draft related procedures as requested.
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.
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.
Promote an environment that supports belonging and reflects the M&T Bank brand.
Complete other related duties as assigned