CBO Communications Representative

Overview:

Serves as the main point of contact for inbound phone calls/emails from branch personnel pertaining to identification, research and resolution of financial transactions inquiries and discrepancies. Maintains high levels of customer services for a variety of routine topics. Facilitate timely conveyance of communications and documentation to appropriate parties to ensure efficiency and risk mitigation.

• Receive and respond to questions and inquiries via incoming calls and emails from the branch network and various business partners; provide excellent customer service using acquired knowledge.
• Escalate cases of potential internal fraud to higher management.
• Work with customers and/or business partners to resolve product issues, customer problems and more complex inquiries originating in the branch network.
• Create general ledger and customer transactions in an accurate and efficient manner as required; approve general ledger and customer transactions completed by peers.
• 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.

This position works independently under general supervision.

High school diploma or equivalent (GED) and a minimum of 3 years’ work experience

• Knowledge and understanding of Centralized Branch Operations (CBO) reconciliation processes and branch procedures in assigned function
• In-depth understanding of all branch operations, policies and procedures including front and back-end transaction processing and work flow
• Proven verbal and written communication skills
• Knowledge of branch procedures, including those related to security, audits and internal controls
• Self-motivated
• Well-organized
• Proven time management skills
• Proven prioritization skills
• Proficiency with personal computers as well as pertinent spreadsheet, word processing and email software
• Ability to work under critical time constraints

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.55 - $34.25 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Buffalo, New York, United States of America

Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people’s lives and uplift the communities we serve. M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&T’s affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Bank’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust.

M&T Bank has a network of over 1,000 branches and 2,200 ATMs that span 12 states from Maine to Virginia and Washington, D.C. For more than 165 years, M&T has strived to take an active role in our communities and build long-lasting relationships with our customers. We are a bank for communities – combining the capabilities of a large bank with the care of a locally focused institution.

As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement…