Banking Services Operations Associate IV - Retail Servicing Escalations

Overview

Responds to non‑regulatory complaints from various channels including written and email correspondence for mortgage servicing, originations and consumer lending products on behalf of M&T Bank or investors. Responds to inquiries of a more complex nature that have escalated out of the contact center for resolution. Fully resolves the complaints and inquiries by discussing resolution via the phone or creating unique written communications to ensure full satisfaction within set service levels.

• Investigate and resolve problem situations and complaints with accurate information, utilizing judgement, operational and technical knowledge.
• Research and identify root cause problem causation and work with various levels of leadership to establish a process to mitigate future occurrences.
• Exercise decision making based on extensive product, systems policy and operational knowledge leveraging resources only when needed.
• Complete all 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 and consumer lending servicing regulations.
• Create written communications to customers.
• Complete quality control of offshore vendors who are processing work on behalf of the Bank.
• Maintain proficiency in use of multiple pertinent systems and knowledge of Mortgage and Consumer Lending business and product lines.
• Review and draft related procedures as requested.
• 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.
• 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.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Complete other related duties as assigned.

The position works under minimal supervision and adheres to metrics and service level agreements.

Associate’s degree and a minimum of 1 year customer service experience, or in lieu of a degree, a combined minimum of 3 years’ higher education and/or customer service experience, including a minimum of 3 years’ customer service experience.

Proven customer service experience;

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

Strong verbal and written communication skills.

Strong problem‑solving skills.

Bachelor’s degree.

Mortgage Servicing experience.

Knowledge of RESPA requirements.

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.

Millsboro, Delaware, United States of America