Overview:
Responds to written and email correspondence from customers. Completes outbound phone calls to customers as required to explain resolution to their correspondence. Provides support for customer requests.
Primary Responsibilities:
- 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 deposit for online opened accounts received by mail in a timely and accurate manner; 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 which may include 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 (Real Estate Settlement Procedures Act), FDCPA (Fair Debt Collection Practices Act) and other applicable mortgage servicing regulations.
- Develop a 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 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.
Scope of Responsibilities:
This position provides support for letter verification, creation, and other customer fulfillment requests, inclusive of written communication including correspondence and email.
Education and Experience Required:
High School diploma or equivalent (GED)
Minimum of 2 years relevant work experience
Proficiency with personal computers as well as pertinent spreadsheet and word processing software
Demonstrated verbal and written communication skills
Demonstrated problem-solving skills
Education and Experience Preferred:
Associate's Degree
M&T Bank Customer Servicing experience
Knowledge of banking regulations
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.68 - $31.14 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
