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

M&T Bank•Getzville, NY

1d•Hybrid

About The Position

This Senior role sits at the center of M&T Bank’s Customer Advocacy efforts, specializing in high‑risk, highly regulated mortgage‑related complaints, including accounts in default or foreclosure. Senior Specialists are trusted to manage the most complex and highest‑risk cases, including formal complaints received directly from regulatory agencies. As a Senior Customer Complaint Resolution Specialist, you will manage written customer and regulatory escalations end to end – intake, research, resolution, root cause analysis, and response – while exercising heightened judgment due to increased regulatory scrutiny and audit exposure. These complaints require deeper analysis, strict adherence to regulatory expectations, and precision in written responses, as outcomes may directly influence regulatory examinations, audits, or supervisory actions. This is a mission‑driven role with significant impact. Behind every complaint is a customer experiencing financial hardship, and the work you do directly contributes to protecting customers’ homes while safeguarding the bank’s regulatory, legal, and reputational standing. Customer contact is minimal; success is driven by strong written communication, analytical skill, and regulatory awareness.

Requirements

Bachelor’s degree or equivalent work experience
3 years of relevant experience
Ability to meet and maintain Federal SAFE Act registration requirements

Nice To Haves

Advanced written communication skills, particularly for formal regulatory and executive‑level correspondence
Experience handling regulatory complaints, escalations, or high‑risk customer issues
Backgrounds in Customer Advocacy, Compliance, Collections, Mortgage Servicing, Escalations, or Complaint Resolution
Strong critical thinking and problem‑solving ability in highly regulated environments
Demonstrated ability to assess risk, compliance exposure, and downstream impacts
Knowledge of mortgage servicing, default, foreclosure, or CAM‑related products
Strong analytical and documentation skills with attention to detail
Highly organized, self‑directed, and comfortable managing complex priorities under strict deadlines
Professional presence and ability to collaborate effectively across Compliance, Audit, Legal, Risk, and business teams
Proficiency with standard business software and complaint management systems

Responsibilities

Manage the full complaint handling lifecycle for Customer Asset Management (CAM) mortgage products, with primary responsibility for strict regulatory complaints and high‑risk escalations.
Handle formal written complaints received from regulatory agencies, executive offices, legal partners, and other high‑exposure sources, ensuring responses meet regulatory and audit expectations.
Conduct in‑depth research of complex mortgage servicing issues, often involving default or foreclosure, under stringent regulatory timelines.
Prepare clear, precise, and defensible written responses that balance customer advocacy, regulatory compliance, and risk mitigation.
Apply advanced judgment to assess complaint severity, regulatory risk, and potential downstream impact, escalating issues proactively when warranted.
Manage daily caseloads that include highly complex matters requiring extended investigation, coordination, and documentation.
Identify systemic risks, emerging trends, and root causes within regulatory complaints, contributing insights that inform process improvements and risk reduction efforts.
Partner closely with Compliance, Audit, Legal, Risk, and business line stakeholders to ensure alignment and accuracy.
Support internal and external audits, examinations, and reviews by ensuring documentation is thorough, defensible, and regulator‑ready.
Serve as a subject matter resource within the team, providing guidance or informal support on complex complaint handling.
Operate independently with minimal supervision while upholding the highest standards of regulatory integrity and professionalism.