Overview:

Completes a variety of internal and external LEAF (LEAF Commercial Capital) customer contact activities to develop and maintain mutually beneficial relationships with customers.      

Primary Responsibilities:

Respond to and resolve inquiries from internal and external leasing customers via phone and/or email; escalate complex inquiries to more experienced personnel. 

Use effective problem resolution, sales and servicing and negotiation techniques to develop mutually beneficial customer relationships. 

Understand and train customers on the LEAF customer portal to increase their self-service capabilities.

Maintain and update customer records based on reports as well as to document interactions for future reference.

Identify opportunities for organizational improvement and support organizational knowledge sharing.

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:

Supervisory/Managerial Responsibilities:

Not Applicable

Education and Experience Required:

High School diploma or equivalent (GED) and a minimum of 2 years’ relevant experience

Proven keyboarding skills

Proven verbal and written communication skills

Education and Experience Preferred:

Understanding of business-specific systems and websites

Understanding of various types of contracts originated in the business

Understanding of the various types of programs within the business

Physical Requirements:

Location