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

Location