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Lockbox Customer Support Manager - 3DIUM in Baltimore, MD at M&T Bank

Date Posted: 5/31/2018

Job Snapshot

Job Description

Lockbox Customer Support Manager

Monday - Friday 8:00am - 4:30pm or completion


Basic Function
Responsible for the management, planning and coordination of assigned unit of approximately 10 employees within department. Provide technical, functional and operational expertise in department work policies and procedures. Make recommendations concerning staffing, performance appraisals, promotions, salary recommendations and terminations.

Essential Position Responsibilities
Responsible for the planning, leadership, problem resolution, analysis and reporting for assigned unit.

Ensure that the unit managed is adequately staffed and personnel are trained.

Review and recommend new methods and procedures to make daily operations more efficient. Provide recommendations for department policy changes and creates new unit policy and procedures. Consults and communicates with operations staff.

Provide input to tactical planning and short-term initiatives. Responsible for unit contingency planning and regulatory compliance.

Participate in projects at the department level.

Support annual budget process. Continuing responsibility for expense control.

Make recommendations concerning staffing, performance appraisals, promotions, salary recommendations and terminations. Administer Human Resource recommended actions. Oversee training and development of direct reports. Interview prospective employees and make recommendations for hire.

Nature and Scope
This position is responsible for managing the second level customer service support team, billing and training for the department.

This position is required to participate on customer calls for escalated issues or customer implementation calls.

This position requires a thorough knowledge of business, applicable regulations and affiliated technology.

Ability to plan, organize and supervise work of staff (support staff) and produce results, as well as provide technical, functional and operational expertise in department work policies and procedures.

The position works with some uncertainty with established parameters for solutions, possesses moderate risk to organization.

Supervisory Responsibility
Responsible for multiple direct reports at the supervisor level. Oversee a unit or small department of 10 employees.

Basic Qualifications
Bachelor’s Degree or in lieu of degree four to five years relevant work experience.
Minimum three years operations experience.
Minimum three years supervisory experience.
Masters degree preferred.

Technical Skills
Thorough knowledge of personal computers/mainframe utilized in assigned department.

Proficient in software utilized in department to include Microsoft Office.

Knowledge of applicable products, systems and workflows.

Other Job Information
Excellent customer service skills, to include documenting, following up and completing requests.

Excellent verbal and written communication skills.

Ability to work individually as well as a member of a team.

Self-motivated, well-organized individual.

Ability to work under time constraints.

Ability to handle multiple tasks in support of various assignments.

Ability to function professionally at many different levels (clients, management, and peers).

Strong interpersonal skills necessary for business partner relationships within and outside organization.

Solid knowledge of unit/department policies and procedures.


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.


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