Banking Services Operations Associate IV - Retail Servicing Escalations

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**** 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.##

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* Primary Responsibilities:

***** 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##
**** Scope of Responsibilities:
**** The position works under minimal supervision and adheres to metrics and service level agreements.##
** Education and Experience
*
* Required:

**** 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##
**** Education and

Experience Preferred:
**** 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.#
** Location
* * Millsboro, Delaware, 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.
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