Customer Complaint Resolution Specialist (High Risk, High Visibility Escalated Complaints) - Hybrid

M&T Bank•Williamsville, NY

1d•$26 - $43•Hybrid

About The Position

The Customer Advocacy team is a high‑visibility, high‑impact group responsible for resolving the bank’s most sensitive and escalated customer complaints. This role is ideal for professionals who love digging into details, uncovering root causes, writing polished executive‑level communications, and advocating for better customer experiences. Rather than applying quick fixes, we focus on understanding why an issue occurred – and ensuring it doesn’t happen again. Your work will be reviewed by our quality control team, senior leadership, auditors, and in some cases state and federal regulators, making accuracy, professionalism, and discretion essential. You’ll be part of a 40‑person team that directly influences customer retention, service recovery, and the overall reputation of the bank. Your work helps prevent future issues, improves customer trust, and strengthens operational processes across the organization. M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $26.00 - $43.34 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Requirements

Associates’ degree, or equivalent work experience
4+ years’ customer service experience

Nice To Haves

Bachelor’s degree
Strong research, documentation, and organizational skills
Excellent written and verbal communication skills
High attention to detail and ability to manage multiple priorities
Ability to maintain confidentiality, composure, and professionalism
Background in escalations, contact center tier II, quality control, or customer advocacy
Retail banking experience or familiarity with banking processes
Root cause analysis experience
Demonstrated ability to receive and apply constructive feedback
Experience handling high‑risk or regulatory‑sensitive issues

Responsibilities

Investigate & Research: Conduct deep‑dive investigations into customer complaints received from multiple channels. Use 20+ internal systems across 85 M&T Bank business units to verify facts, analyze patterns, and determine root causes – not just surface‑level solutions. Partner with subject matter experts to understand processes, confirm compliance, and validate whether policies were followed. Identify why an issue occurred, not just what the issue is.
Write & Communicate: Prepare clear, concise, and professional written responses reviewed by executive leadership and regulatory agencies. Capture research findings with precise documentation that may be audited at any time. Communicate with customers by phone to acknowledge complaints, gather additional details, or deliver verbal resolutions.
Advocate for Customers & Improvement: Represent the customer’s perspective while aligning with policy, risk requirements, and regulatory standards. Provide insights on complaint trends that help strengthen processes and improve the bank’s overall customer experience. Maintain strict confidentiality and a high level of judgment when handling sensitive issues.
Manage Workload & Quality: Maintain an active caseload of approximately 12–16 complaints in varying stages. Meet a 10‑day resolution target while upholding department quality standards. Incorporate Quality Assurance feedback constructively and continuously improve performance.