Collections Group Leader II: Hybrid, Getzville, NY

M&T Bank•Getzville, NY

1d•Hybrid

About The Position

This position provides work leadership over a sub-unit within a division, performing highly specialized duties that require knowledge of the products, regulations, and policies pertinent to the sub-unit's work. M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York, with affiliates offering a full spectrum of financial services, combining traditional banking with wealth management and institutional capabilities. M&T Bank operates a network of over 1,000 branches and 2,200 ATMs across 12 states and Washington, D.C. With over 165 years of history, M&T is committed to community engagement and building lasting customer relationships, functioning as a bank for communities that blends large bank capabilities with local focus. As an employer, M&T offers competitive benefits, including medical, retirement, and forty hours of paid volunteer time annually. The company's core values—integrity, ownership, collaboration, curiosity, and candor—guide its operations, and it aims to grow by attracting top talent and supporting the development of its team members.

Requirements

A combined total of 4 years of higher education and/or relevant work experience in a call center or bank operations environment, inclusive of 1 years' work leadership experience.
Excellent customer service skills with the ability to use tact and diplomacy.
Strong knowledge of relevant spreadsheet, word processing, and presentation software, as well as departmental systems.

Nice To Haves

Bachelor's Degree.
Demonstrated work leadership skills.
Excellent oral and written communication skills.
Strong knowledge of departmental systems, documents and procedures.

Responsibilities

Lead business unit work teams with responsibility for multiple product lines.
Monitor and assign workflow.
Document team processes, make recommendations for improvement, provide on the job training, and research and resolve highly specialized and/or sensitive issues for the work team.
Liaise with first line risk and second line of defense personnel with respect to customer issues.
Research and resolve complex internal and external customer issues.
Serve as department lead for special projects impacting the work team.
Provide reporting to work team leadership and prepare monthly departmental reporting for management.
Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
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.
Allocates work as a team leader of more junior team members; may check on completion/quality.