Overview:     

Serves as voice of the Bank by providing an outstanding service experience for inbound and outbound customer servicing events related to digital and card exclusions and denied transactions.  Responds to requests from internal departments for information required regarding investigations or disputes; may require outbound calls as well as email communications.  Works to mitigate fraud loss and assist client base through critical decision making.

Primary Responsibilities:

• Identify and/or address customer needs to incoming questions regarding digital and card exclusions.
• Research and resolve customer issues related to web banking and card transactions in a timely and accurate manner. Make decisions regarding exclusion placement through research of current activity and analysis of the normal pattern of activity to mitigate potential losses.
• Escalate and ensure resolution of complex problems as appropriate.
• Change user credentials and reissue cards as necessary when fraud is suspected.
• Place exclusions for digital and card access to allow authorized transactions to properly process.
• Research and respond to inquiries for additional information from internal departments regrading ongoing investigations.  May be responsible for providing detailed client information to Investigators as well as making outbound calls to obtain needed. information.
• Responsible for customer issue through resolution or escalation and follow-up with the customer once servicing is complete to ensure their immediate needs and expectations have been met.
• 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:

The job holder interacts with internal and external customers. The position requires the ability to work holidays and be flexible in terms of scheduling.

Supervisory/Managerial Responsibilities:

No supervisory responsibilities.

Education and Experience Required:

• Associates degree, OR in lieu of a degree, a combined minimum of 2 years’ higher education and/or related work experience.     
• Proficient in the use of personal computers, including word processing, spreadsheet, presentation and industry-specific software.

Education and Experience Preferred:

• Minimum of 1 year of customer service related fraud experience.
• Experience working with call center systems
• Experience working in a fast-paced environment
• Experience communicating effectively with all levels of personnel         
• Experience making decisions quickly and accurately as well as handling multiple tasks simultaneously
• Displayed ability to work with minimal supervision.

Physical Requirements:

Location