Banking Services Operations Associate III - Retail Servicing Customer Support

Customer Support Representative

Responds to written and email correspondence from customers. Completes outbound phone calls to customers as required to explain resolution to their correspondence. Provides support for customer requests.

Primary Responsibilities

• Research and respond to customer inquiries, including mail and email.
• Review documentation and records to gather information necessary to respond to customer inquiries; seek assistance when needed for more complex issues.
• Process deposit for online opened accounts received by mail in a timely and accurate manner; create and maintain deposit account opening monetary logs for audit and compliance purposes.
• Interact with other areas of the bank to obtain needed information to respond to customer requests which may include payoff requests, payment histories, year-end statements, card fulfillment, and other customer needs.
• Complete activities in a manner compliant with applicable laws and regulations, such as RESPA (Real Estate Settlement Procedures Act), FDCPA (Fair Debt Collection Practices Act) and other applicable mortgage servicing regulations.
• Develop a proficiency in the use of multiple pertinent systems and knowledge of Mortgage and Consumer Lending business and product lines.
• Review and draft related procedures as requested.
• Draft communications to customers.
• 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

This position provides support for letter verification, creation, and other customer fulfillment requests, inclusive of written communication including correspondence and email.

Education And Experience Required

High School diploma or equivalent (GED)

Minimum of 2 years relevant work experience

Proficiency with personal computers as well as pertinent spreadsheet and word processing software

Demonstrated verbal and written communication skills

Demonstrated problem-solving skills

Education And Experience Preferred

Associate's Degree

M&T Bank Customer Servicing experience

Knowledge of banking regulations

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.68 - $31.14 Hourly (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

Location: Millsboro, Delaware, United States of America