Overview:

Serves as team leader within assigned Retail Servicing unit with guidance from manager. Guides workflow, manages exceptions, assists in process improvement and related projects within Retail Servicing.

Primary Responsibilities:

• Monitor workflow and serve as liaison between assigned Retail Servicing unit and management.
• Provide training and coaching to assigned Retail Servicing team on daily work functions and approve daily work of assigned team. Assist with onboarding 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.
• Reconcile the general ledger as required by assigned area.
• 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 support with daily activities and problem resolution.
• Resolve regulatory complaints for assigned team, working with Legal and Compliance as required.
• Assist with onboarding new hires.
• Review and approve wire transfers as required by assigned area.
• 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 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:

• A combined minimum of 5 years’ higher education and/or relevant work experience
• Work leadership experience
• Strong customer service skills
• Knowledge of relevant spreadsheet, word processing and presentation software as required within assigned team.

Education and Experience Preferred:

• Proven verbal and written communication skills
• Knowledge of systems, documents and procedures in assigned area

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $26.00 - $43.34 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Buffalo, New York, United States of America