Overview:

We are seeking a compassionate and results-driven manager to join our Mortgage Outreach department. This role involves managing a team of 14-16 inbound & outbound agents, ensuring effective customer interactions, and maintaining high standards of service and compliance. Our agents conduct financial interviews with customers to assess their ability to meet monthly payments and offer solutions. As a manager, you will track and analyze team performance, ensure compliance with regulations, and implement training to enhance the skills of call center agents. This role is ideal for someone passionate about helping customers navigate financial challenges and committed to driving team success and development.

Primary Responsibilities:

• Team Management: Lead and manage a team of 14-16 employees, handling HR issues, performance reviews, career development, call-ins, scheduling, etc.

• Customer Interaction: Oversee outbound and inbound calls to mortgage customers who are more than 31 days past due. Ensure calls are handled with empathy and professionalism, focusing on understanding customers' situations and offering appropriate assistance.

• Data-Driven Approach: Utilize data to monitor and improve team performance, including call volumes, customer assistance metrics, and program offerings.

• Project Involvement: Collaborate with call quality teams and participate in training initiatives to enhance team performance.

• Reporting: Compile and distribute month-end data for management decision-making.

Scope of Responsibilities:

• Manage workflow of medium complexity and risk exposure, acting largely independently.

• Engage with external contacts, including customers, vendors, and outside agencies.

• Hold charge-off authority within established levels.

Supervisory/Managerial Responsibilities:

• Manage a team of professionals, including people, budget, and planning.

Education and Experience Required:

• A combined total of 6 years of higher education and relevant work experience in a call center or bank operations environment, including at least 1 year of leadership or supervisory experience.

• Excellent customer service skills with the ability to use tact and diplomacy.

• Strong knowledge of relevant spreadsheet, word processing, and presentation software.

Education and Experience Preferred:

• Bachelor's degree.

• Excellent oral and written communication skills.

• Strong knowledge of departmental systems, documents, and procedures.

• Demonstrates compassion and effective coaching abilities.

Training:

• Two weeks of classroom training followed by three weeks of rotations with other supervisors.

Scheduled Shift/Required Availability:

Department Hours of Operation are Monday-Thursday, 8:00am-9:00pm; Friday, 8:00am-5:00pm; Saturday, 8:00am-12:00pm

• Monday-Friday: Four day shifts per week (8:30am-5:00pm), and one evening shift per week (12:30pm-9:00pm)

• Saturdays: One Saturday per month (8:00am-12:00pm)

Working Model/Office Location:

• This is a hybrid position requiring 2 days in office per week

• Eligible candidates must live within commuting distance to 475 Crosspoint Parkway, Getzville, NY 14068

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $60,890.34 - $101,483.90 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Getzville, New York, United States of America