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SafeAct\: Customer Care Specialst I in Cheektowaga, NY at M&T Bank

Date Posted: 11/16/2018

Job Snapshot

Job Description

FUNCTION:
Research and resolve current, potential or former customer impacting issues escalated from various channels such as the Contact Center (Telephone Banking Center), retail branches, and Social Media. Provide follow-up/resolution within set service levels.

POSITION RESPONSIBILITIES:
Effectively investigate and resolve problem situations with accurate information, utilizing judgment, operation and technical knowledge.
Research and identify root problem causation and work with management to establish process to mitigate future occurrences.
Exercise decision-making based on extensive product, systems, policy and branch operations knowledge.
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.
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.
Create written drafts for correspondence.
Communicate findings via preparation of an executive summary to management.
Adhere to associated SLAs
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. Acts as a liaison between customer and bank to resolve critical issues.
Exercise judgment to provide on the spot resolution when possible, as well as to determine when further escalation is necessary.

MANAGERIAL/SUPERVISORY RESPONSIBILITY:
Not applicable

MINIMUM QUALIFICATIONS REQUIRED:
Associates’ degree and minimum of 3 years’ customer service experience or in lieu of a degree a combined minimum of 5 years’ higher education and/or work experience, including a minimum of 3 years’ customer service experience.

IDEAL QUALIFICATIONS PREFERRED:
Banking experience.
Knowledge of Bank products and services.
Demonstrated superior service excellence skills.
Strong problem solving skills and judgment.
Detailed knowledge of all systems/applications used by the branch/contact center.
Proficient in pertinent spreadsheet and word processing software.
Excellent verbal and written communication skills.
Analytical, accurate and detail-oriented while working under pressure.
Demonstrated ability to remain organized while handling and prioritizing multiple problems and initiatives in a fast paced environment.
Working knowledge of social media platforms.

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.