LEAF Lead Customer Service Representative

M&T Bank•Moberly, MO

10d•$23 - $38•Onsite

About The Position

Overview: Completes a variety of internal and external LEAF (LEAF Commercial Capital) customer contact activities to develop and maintain mutually beneficial relationships with customers. Primary Responsibilities: Respond to and resolve inquiries from internal and external leasing customers via phone and/or email; escalate complex inquiries to more experienced personnel. Use effective problem resolution, sales and servicing and negotiation techniques to develop mutually beneficial customer relationships. Understand and train customers on the LEAF customer portal to increase their self-service capabilities. Maintain and update customer records based on reports as well as to document interactions for future reference. Identify opportunities for organizational improvement and support organizational knowledge sharing. 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: Supervisory/Managerial Responsibilities: Not Applicable

Requirements

High School diploma or equivalent (GED) and a minimum of 2 years’ relevant experience
Proven keyboarding skills
Proven verbal and written communication skills

Nice To Haves

Understanding of business-specific systems and websites
Understanding of various types of contracts originated in the business
Understanding of the various types of programs within the business

Responsibilities

Respond to and resolve inquiries from internal and external leasing customers via phone and/or email
Escalate complex inquiries to more experienced personnel
Use effective problem resolution, sales and servicing and negotiation techniques to develop mutually beneficial customer relationships
Understand and train customers on the LEAF customer portal to increase their self-service capabilities
Maintain and update customer records based on reports as well as to document interactions for future reference
Identify opportunities for organizational improvement and support organizational knowledge sharing
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