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Banking Services Line Manager III - Retail Loan Servicing QC - 3DKCF in Buffalo, NY at M&T Bank

Date Posted: 8/29/2018

Job Snapshot

Job Description


Responsible for directing the day-to-day activities for a Quality Assurance business unit within the Retail Loan Servicing Department.


Position Responsibilities:

Quality Control review and testing for multiple departments within RLS.

Provide Exam Support for internal and external regulatory audits.

Monitor high risk business controls.

Responsible for managing supervisors or managers within one or more functional areas.

Manages 20 FTEs or with fewer employees and no supervisor- or manager- level direct reports if covering diverse disciplines and/or complex functions.

Oversee the daily activities and ongoing strategic planning of one or more units of a division, ensuring quality standards are maintained in accordance with M&T and division policy and that all activities of the unit are performed in compliance with defined processes and regulations.

Direct staff and monitor activities of assigned staff to ensure all organizational and departmental policy and procedures and external regulations are followed to minimize risks to the Bank from non-compliance.

Provide leadership, guidance, feedback and training to staff.

Coordinate compilation of month-end data for distribution to and decision-making by management.

Interact routinely with Division/Department management to establish business objectives.

Evaluate unit processes, procedures and policies routinely and approve changes to increase operational efficiency of units managed.

Maintain established service levels and address escalations to meet defined business expectations.


Minimum Qualifications:

A combined total of 9 years of higher education and relevant work experience in a call center or bank operations environment, inclusive of 1 year management experience.
Excellent customer service skills with the ability to use tact and diplomacy.
Strong knowledge of relevant spreadsheet, word processing, and presentation software.

Preferred Qualifications:

Bachelor's degree
Excellent oral and written communication skills.
Strong knowledge of departmental systems, documents and procedures.
Proven ability to motivate team and handle conflict without alienating others.

About M&T:
At M&T, we strive to be the best place our employees ever work, the best bank our customers ever do business with and the best investment our shareholders ever make. So when looking to advance your career, look to M&T.  As a top 20 US bank holding company and one of the best performing regional banks in the country, we offer a wide range of performance based career development opportunities for talented professionals. And through our longstanding tradition of careful, conservative and consistent management and a strong commitment to the communities we serve, we continue to grow with a focus on the future. 
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“Relevant Military Experience is Desired”
M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer.
M&T Bank Corporation does not sponsor individuals for the purpose of obtaining H-1 Visas.
M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.