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Relationship Liaison III - 3DG1U in Plainville, MA at M&T Bank

Date Posted: 2/7/2018

Job Snapshot

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Job Description

TITLE: Relationship Liaison III
Provide primary customer support by servicing the needs of existing and prospective customers, ensuring smooth delivery of superior customer service. Assist Dealer Commercial Services representatives to provide customer support in business development activities.
• Act as liaison with other internal areas to ensure timely workflow of document production for loans and proper management of loan portfolio.
• Coordinate processing of loan application and documentation and booking and processing loans.
• Coordinate clearance of delinquent documents and other exceptions with appropriate areas.
• Coordinate the loan closing/settlement, ensuring all documentation is completed on a timely basis.
• Independently calls on customers, in person and on the phone, to build strong customer relationship, analyze service enhancements and identify sales opportunities.
• Coordinate pre and post call planning sessions with parties involved.  
• Monitors Portfolio Loan activity and takes action to correct if deemed necessary.
• Ensure timely and efficient customer service for assigned area.
• Provide service support to Dealer Commercial Services representatives for the purpose of resolving performance/account problems. Handles a variety of customer inquiries regarding accounts.
• Maintain up-to-date information/knowledge regarding assigned area customer accounts, i.e. services, financial relationships, previous problems, etc.
• Assists with deposit servicing needs of Dealer Commercial Services customers.
• Opens, closes and transfers DDA accounts.
• Controls overdrafts and account delinquency.
• Maintain credit files.
• Process requests for research, corrections, loan payments, loan advances, collateral releases, wire transfers and credit inquiries.
• May provide work leadership and training to customer service/support group within the assigned area.
• Keep abreast of product lines, internal policies and procedures, and external regulations that may impact assigned area.
• Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
• 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.
The incumbent is responsible for performing all follow-up and backup work required to support Dealer Commercial Services representatives with day to day customer service. This allows Dealer Commercial Services representatives to focus on generating sales and not the administrative responsibilities.
The incumbent must possess the ability to initiate independent action, using skill and judgement in identifying and resolving problems and anticipating customer needs.
• Associate's degree and a minimum of 4 years’ customer service experience or in lieu of a degree a combined minimum of 8 years higher education and/or work experience, including a minimum of 4 years’ customer service experience.
• 3 years retail/commercial/corporate credit loan processing experience.
• Proficient personal computer skills, including Microsoft Word and Excel.
• Knowledge of bank policies, procedures, and banking regulations are required. Knowledge of courthouse and state filings.
• Knowledge of financial statements and loan documentation.
• Ability to work as a team member
• Excellent customer service skills with the ability to use tact and diplomacy
• Sales ability
• We encourage candidates with relevant military experience to apply. 
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.