Contact Center Supervisor - Mortgage

M&T Bank • Williamsville, NY

4d • $26 - $43 • Hybrid

About The Position

This position is the first level of management within the Contact Center. Directs the daily workflow of an assigned unit of between 10-15 employees (or with slightly fewer employees but covering diverse disciplines and/or complex functions) and exercises supervisory authority over staff responsible for executing a specific component of the work of the unit.

Requirements

• Combined minimum of 5 years’ higher education and/or relevant work experience, inclusive of a minimum of 2 years' work leadership experience
• Excellent customer service skills with ability to use tact and diplomacy
• Strong knowledge of relevant spreadsheet, word processing, and presentation software

Nice To Haves

• Bachelor's Degree
• Demonstrated work leadership skills
• Excellent verbal and written communication skills
• Strong knowledge of departmental systems, documents and procedures
• Previous call center, banking operations, or customer service experience

Responsibilities

• Supervise and coordinate daily workflow to meet the objectives of the assigned department.
• Serve as subject matter expert on procedures, policy and operations to represent work group on Department and Bank-wide projects as needed.
• Resolve complex problems arising out of customer account management, either directly or through subordinate staff.
• Provide leadership, guidance, feedback and training to staff.
• Communicate and enforce operational and procedural changes to ensure compliance with Bank and division policy, investor regulations and very complex laws and regulations pertaining to the work of the department.
• Participate in or facilitate process innovation and special projects as assigned by division management.
• Monitor activities of assigned staff to ensure all organizational and departmental policy and procedures and external regulations are followed to minimize risks to the Bank from non-compliance.
• Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.
• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite.
• Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis.
• Identify risk-related issues needing escalation to management.
• 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.

Benefits

• M&T Bank is committed to fair, competitive, and market-informed pay for our employees.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager