Banking Services Operations Associate III - Retail Servicing Customer Support

Overview

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

• 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 deposits for online opened accounts received by mail in a timely and accurate manner and 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 such as 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, FDCPA, and other applicable mortgage servicing regulations.
• Develop 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 internal control standards, including timely implementation of internal and external audit points and any issues raised by external regulators as applicable.
• Complete other related duties as assigned.

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

• High school diploma or equivalent (GED).
• Minimum of 2 years relevant work experience.
• Proficiency with personal computers and pertinent spreadsheet and word processing software.
• Demonstrated verbal and written communication skills.
• Demonstrated problem‑solving skills.

• Associate’s degree.
• M&T Bank customer servicing experience.
• Knowledge of banking regulations.

Pay range: $18.68 - $31.14 per hour (USD).

Location:

Millsboro, Delaware, United States.

Competitive benefits ranging from medical and retirement to forty hours of paid volunteer time each year. M&T Bank Corporation has policies and procedures in place to promote a drug‑free workplace.

M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws.