Customer Asset Management (CAM) Escalations Analyst I (Hybrid - Getzville, NY)
M&T Bank Corporation, New York, New York, us, 10261
Customer Asset Management (CAM) Escalations Analyst I (Hybrid - Getzville, NY) page is loaded## Customer Asset Management (CAM) Escalations Analyst I (Hybrid - Getzville, NY)remote type:
Hybrid Positionlocations:
Getzville, NYtime type:
Full timeposted on:
Posted Todayjob requisition id:
R83238## Work Location & Arrangement: This is a hybrid position requiring in-office work four (4) days every week (every Monday, Tuesday, Wednesday, & Thursday) and it will be based in M&T Bank's Getzville, NY office.Overview:This position functions as team coordinator/intake specialist. Responsible for overseeing the distribution of cases through the team on a rotating basis and assisting with administrative functions for the team. This position will also involve research and resolving M&T/Bayview verbal and regulatory and non-regulatory written customer correspondence.## Primary Responsibilities:* Prescreen and document escalated customer complaint cases appropriately in Service Manager.* Perform daily, weekly, monthly, and annual case reporting and audits.* Participate in developing system/process enhancement plans.* Evaluate systems and document functional processes.* Delegate all escalated customer complaint cases to analysts on a rotation.* Effectively investigate and resolve customer correspondences received directly or through a regulatory agency for M&T and Bayview accounts with accurate information. Research and identify root causes; work with management to identify process gaps and establish procedural changes to mitigate future occurrences.* Respond to incoming phone calls and other client requests made via phone, e-mail or through letters maintaining brand image.* Promote and explain our products/services to customer on an ongoing basis in order to maximize opportunities.* Maintain accurate documentation on departmental database and electronic files.* Issue timely and accurate documentation and correspondence to clients, and other departments. Prioritize problems as they arise.* Perform basic ad hoc analyses to support business decisions. Provide feedback to management regarding results.* Identify risk-related issues needing escalation to management. Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis.* Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.* 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 incumbent works under general supervision.
The incumbent has internal contact with numerous departments and externally with customers and service providers.## Education and Experience Required:* A combined 4 years higher education and/or work experience including a minimum of 2 years’ customer service experience.* Proficient with personal computers and pertinent software including word processing, spreadsheet and email software.* Strong customer service skills and an empathetic approach when interacting with customers.* Strong verbal and written communication skills.* Strong attention to detail.## Education and Experience Preferred:* Bachelor’s degree.* Previous experience in banking, default, customer service and/or loss mitigation.* Ability to empathize and defuse sensitive customer situations.* Knowledge of Bank products and services.* Strong problem solving skills and judgment.* Detailed knowledge of all departmental systems/applications.* Excellent communication skills, both verbal and written.* Analytical, accurate and detail-oriented while working under pressure.* Demonstrated ability to remain organized in a fast paced environment.M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $22.61 - $37.67 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.# **Location**Getzville, New York, United States of AmericaGreat companies have an enduring sense of purpose. At M&T, our purpose is a simple one: **make a difference in people’s lives and uplift the communities we serve**. M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&T’s affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Bank’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. M&T Bank has a network of over 1,000 branches and 2,200 ATMs that span 12 states from Maine to Virginia and Washington, D.C. For more than 165 years, M&T has strived to take an active role in our communities and build long-lasting relationships with our customers. We are a bank for communities—combining the capabilities of a large bank with the care of a locally focused institution. #J-18808-Ljbffr
Hybrid Positionlocations:
Getzville, NYtime type:
Full timeposted on:
Posted Todayjob requisition id:
R83238## Work Location & Arrangement: This is a hybrid position requiring in-office work four (4) days every week (every Monday, Tuesday, Wednesday, & Thursday) and it will be based in M&T Bank's Getzville, NY office.Overview:This position functions as team coordinator/intake specialist. Responsible for overseeing the distribution of cases through the team on a rotating basis and assisting with administrative functions for the team. This position will also involve research and resolving M&T/Bayview verbal and regulatory and non-regulatory written customer correspondence.## Primary Responsibilities:* Prescreen and document escalated customer complaint cases appropriately in Service Manager.* Perform daily, weekly, monthly, and annual case reporting and audits.* Participate in developing system/process enhancement plans.* Evaluate systems and document functional processes.* Delegate all escalated customer complaint cases to analysts on a rotation.* Effectively investigate and resolve customer correspondences received directly or through a regulatory agency for M&T and Bayview accounts with accurate information. Research and identify root causes; work with management to identify process gaps and establish procedural changes to mitigate future occurrences.* Respond to incoming phone calls and other client requests made via phone, e-mail or through letters maintaining brand image.* Promote and explain our products/services to customer on an ongoing basis in order to maximize opportunities.* Maintain accurate documentation on departmental database and electronic files.* Issue timely and accurate documentation and correspondence to clients, and other departments. Prioritize problems as they arise.* Perform basic ad hoc analyses to support business decisions. Provide feedback to management regarding results.* Identify risk-related issues needing escalation to management. Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis.* Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.* 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 incumbent works under general supervision.
The incumbent has internal contact with numerous departments and externally with customers and service providers.## Education and Experience Required:* A combined 4 years higher education and/or work experience including a minimum of 2 years’ customer service experience.* Proficient with personal computers and pertinent software including word processing, spreadsheet and email software.* Strong customer service skills and an empathetic approach when interacting with customers.* Strong verbal and written communication skills.* Strong attention to detail.## Education and Experience Preferred:* Bachelor’s degree.* Previous experience in banking, default, customer service and/or loss mitigation.* Ability to empathize and defuse sensitive customer situations.* Knowledge of Bank products and services.* Strong problem solving skills and judgment.* Detailed knowledge of all departmental systems/applications.* Excellent communication skills, both verbal and written.* Analytical, accurate and detail-oriented while working under pressure.* Demonstrated ability to remain organized in a fast paced environment.M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $22.61 - $37.67 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.# **Location**Getzville, New York, United States of AmericaGreat companies have an enduring sense of purpose. At M&T, our purpose is a simple one: **make a difference in people’s lives and uplift the communities we serve**. M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&T’s affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Bank’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. M&T Bank has a network of over 1,000 branches and 2,200 ATMs that span 12 states from Maine to Virginia and Washington, D.C. For more than 165 years, M&T has strived to take an active role in our communities and build long-lasting relationships with our customers. We are a bank for communities—combining the capabilities of a large bank with the care of a locally focused institution. #J-18808-Ljbffr