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Customer Care Specialist II - 3DKOV in Cheektowaga, NY at M&T Bank

Date Posted: 9/10/2018

Job Snapshot

Job Description

FUNCTION: 
Research and resolve current, potential or former customer impacting issues escalated from various channels including Executive Offices, Regulatory Agencies, and other internal departments. Provide follow-up/resolution within set service levels. 
POSITION RESPONSIBILITIES: 
Handle customer complaints escalated to Executive Offices, from Regulatory Agencies or various internal channels. 
According to established Bank standards, 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 current or potential customers on an ongoing basis to maximize opportunities. 
Effectively investigate and resolve customer complaints with accurate information, utilizing judgment, operation and technical knowledge. 
Research and identify root problem cause, and work with management to establish process to mitigate future occurrences. 
Exercise strong decision-making based on extensive product, systems, policy and branch operations knowledge. 
Maintain accurate documentation on departmental database and electronic files. 
Issue timely and accurate documentation and correspondence to customers and departments. 
Prioritize problems as they arise. 
Create written drafts for correspondence, and seek Compliance approval when necessary. 
Communicate findings via preparation of an executive summary to management. 
Adhere to associated SLA’s. 
Cover the Customer Care Specialist I responsibilities if needed. 
Escalate to Customer Care Group Leader for guidance when necessary. 
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 diversity 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. 
Responsible for meeting and maintaining registration requirements under the Federal SAFE Act. 
Complete other related duties as assigned. 
NATURE AND SCOPE: 
The Customer Care group’s main responsibility is to research and resolve current, potential or former customer impacting issues escalated from various channels. The focus is on customer outreach where appropriate, increasing customer retention after resolution, optimizing every opportunity to enhance the customer's experience. 
Impact bottom line through increased customer retention by providing exceptional customer service. Work to ensure that the focus is on service recovery and the customer experience is memorable. 
Interacts regularly with senior management and regulatory bodies within organization. 
MANAGERIAL/SUPERVISORY RESPONSIBILITY: 
Not applicable 
MINIMUM QUALIFICATIONS REQUIRED: 
Associates’ degree and a minimum of 4 years’ customer service experience, or in lieu of a degree, a combined minimum of 6 years’ higher education and/or work experience, including a minimum of 4 years’ customer service experience. 
IDEAL QUALIFICATIONS PREFERRED: 
Escalated customer service experience. 
Banking experience. 
Proficient in pertinent spreadsheet and word processing software. 
Working knowledge of social media platforms. 
Detailed knowledge of all systems/applications used by Mortgage business as well as branch/contact center. 
Excellent decision-making skills based on extensive product, systems, policy and branch operations knowledge. 
Ability to interface with all levels throughout organization. 
Excellent verbal and written communication skills. 
Respect all matters of confidentiality associated with the bank, customers and employees. 
Maintain knowledge and understanding of all operations policies and procedures. 
Analytical, accurate and detail-oriented while working under pressure.


We encourage candidates with relevant military experience to apply.

 

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.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.