Overview:

Serves as team leader within Non Real Estate Collateral Management team.  Guides workflow ensuring regulatory and non-regulatory complaints are responded to accurately and within service level agreements.  Manages exceptions.  Assists with process improvement and related projects within Retail Servicing.

Primary Responsibilities:

• Guide workflow, ensuring regulatory and non-regulatory complaints are responded to accurately and within service level agreements.
• Review and edit all regulatory and non-regulatory complaint response letters prior to mailing response to customers ensuring compliance with service level agreements.
• Remove barriers to timely response of high risk, urgent complaints from regulatory, executive offices and other sources and channels.
• Actively participate in root cause identification discussions and promote opportunities for process improvement to enhance the customer experience.
• Oversee and respond to all complaint related audits and exams.
• Participate in all Complaint Handling Area and Customer Advocacy related meetings.
• Monitor work-flow and serve as liaison between assigned Retail Servicing unit and management, Legal, Compliance and other complaint handing areas, as needed.
• Provide training and coaching to assigned Retail Servicing team on daily work functions and approve daily work of assigned.  Assist in onboarding of new hires.
• Assist with production work on an as needed basis.
• Complete daily production reporting for assigned Retail Servicing team.
• Maintain currency of team procedures; complete quality assurance control reviews of team activities to ensure adherence to these procedures.
• Participate in special projects as assigned.
• Manage and provide guidance on exceptions occurring within the team.
• Identify opportunities and assist with implementation of approved process improvement efforts for assigned team.
• Approve daily team productivity reports, ensuring they accurately reflect team activity.
• Research and resolve complex internal and external customer issues and escalations within assigned area.
• Provide vendor and third party support with daily activities and problem resolution.
• Resolve regulatory complaints for assigned team, working with Legal and Compliance as required.
• 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 diversity 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.

Education and Experience Required:

Associate’s degree and a minimum of 3 years’ relevant work experience, or in lieu of degree, a combined minimum of 5 years’ higher education and/or relevant customer service work experience.

Strong customer service skills

Proficient in the use of Personal Computers including word processing, spreadsheet, presentations and industry-specific software.

Education and Experience Preferred:

Bachelor’s Degree

Minimum of 4 years’ mortgage servicing experience

Knowledge of Real Estate Settlement Procedures Act (RESPA) requirements

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $24.76 - $41.27 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