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Sr. Commercial Service Support Associate in Baltimore, MD at M&T Bank

Date Posted: 12/4/2018

Job Snapshot

  • Employee Type:
  • Location:
    Baltimore, MD
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

Title: Sr. Commercial Service Support Associate


This position serves as the first line of defense, adhering to the necessary controls, to mitigate unnecessary exposure to risk. Provide customer support by servicing the needs of existing and prospective customers, ensuring efficient delivery of superior customer service. Assist with the administration of Commercial products and services and with the resolution of operational problems. May serve in a temporary leadership capacity.

Position Responsibilities:

• Partner with the Commercial Relationship Management team, the Internal Relationship Support team, the Relationship Data Administrator team, and Commercial Service team to ensure the overall customer experience is positive.

• With the assistance of the Commercial Support Team Supervisor, manage the troubleshooting of customer service issues and complaints to resolution.

• Report customer complaints to the Office of Customer Advocacy when appropriate.

• Act as the liaison between the customer and the Relationship Manager, responding to questions and resolving problems by coordinating with internal partners.

• Coordinate the loan closing process to ensure that all necessary documentation is efficiently and accurately prepared and collected, adhering to the guidelines governing Conditions of Approval.

• Accompany Relationship Manager to the loan settlement as requested.

• Complete loan fee workbook as required to ensure that all associated loan fees are collected and processed in a timely manner.

• Following loan closing, ensure that loan documentation is submitted according to procedures and is accurately reflected on the bank-wide systems.

• Working in conjunction with the Relationship Data Administrator team, maintain the regional closing calendar.

• Maintain commercial customer records, both paper and electronic versions, including but not limited to maintenance of up-to-date information/knowledge regarding accounts, products/services, financial relationships, previous problems, etc.

• Assist the KYC Officer and Relationship Manager with the BSA/AML/KYC process, adhering to deadlines.

• Process requests for research, corrections, loan payments, loan advances, collateral releases, wire transfers and credit inquiries.

• Assist and provide back up to other Relationship Liaisons when necessary to perform transactions and fulfill requests.

• Monitor bank reports for discrepancies and take appropriate action based on the nature of the discrepancy.

• Coordinate the clearance of delinquent documents and other exceptions with appropriate areas.

• Review and approve overdrafts up to established limit.

• Research and resolve overdrafts with customer, seeking overdraft approval from bank employees with the appropriate level of lending authority when necessary.

• Some reports being monitored include: portfolio delinquencies, past dues, exception pricing, overdrafts, KYC, STOC, account servicing, and other reports when necessary.

• Attend regularly scheduled departmental training calls to maintain current knowledge of Commercial Products and refer potential sales to Commercial Sales Team.

• Call on customers independently to build strong customer relationships, provide updates on service enhancements, and identify sales opportunities.

• Assist commercial customers with deposit and loan servicing needs.

• May assist or fill in for Commercial Support Team Supervisor during vacation or leave of absence.

• Serve as a mentor for newly hired Regional Relationship Liaisons.

• Actively participate on departmental projects and committees as needed.

Minimum Qualifications Required:

• Associate’s degree and a minimum of 2 year customer service experience in Banking Operations, Retail or Credit in lieu of a degree a combined minimum of 4 years higher education and/or work experience including 2 year customer service experience in Banking Operations, Retail or Credit

• 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.