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Sr. Customer Care Specialist - 3DESI in Cheektowaga, NY at M&T Bank

Date Posted: 1/29/2018

Job Snapshot

Job Description

FUNCTION: This position handles high level, sensitive current, potential or former customer complaints from Regulatory Agencies, M&T Executive Offices and other sources.  This includes working with internal business partners and customers to resolve the complaints and preparing written communication to customers, executives and regulatory agencies.
POSITION RESPONSIBILITIES: Handle high level, high risk complaints from Executive Offices, Regulatory Agencies and other sources/channels.
Handle complaints directly from Executive and Senior Management and is responsible for resolution and follow up regarding these complaints.  Communicate findings via preparation of an Executive Summary to management.
Possess knowledge of regulations and laws to enable candidate to exercise independent analysis of root cause to ensure complaint responses comply with regulatory and legal expectations and requirements.
Ability to independently identify opportunities to improve products, services and processes within the department or bank-wide.
Act as a liaison between the Customer Care Department, Centralized Compliance Department, Legal and other internal business partners to align expectations, enhance knowledge and processes in Customer Care and build strong working relationships.  Incorporate recommended changes and enhancements in the complaint handling process from these relationships into the Customer Care department, including training other Specialists in the unit. 
Effectively investigate and resolve current, potential or former customer complaints with accurate information, utilizing judgment, operation and technical knowledge.
Exercise decision-making based on product, systems, policy and branch operations knowledge.
Adhere to associated Service Level Agreements (SLA’s).
Create written drafts for correspondence, and seek Compliance approval when necessary.
Issue timely and accurate documentation and correspondence to customers and departments.
Maintain accurate documentation on departmental database and electronic files.
Prioritize problems as they arise.
Escalate for guidance when necessary.
Perform audits and control monitoring with respect to complaint responses, executive summaries and root cause analysis within department as needed.
Promote and explain our products/services to customers on an ongoing basis to maximize opportunities.
Committee and project participation as needed.
Cover the Customer Care Specialist II responsibilities 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.
MANAGERIAL/SUPERVISORY RESPONSIBILITY: Not applicable
MINIMUM QUALIFICATIONS REQUIRED: Associates’ degree and a minimum of 4 years’ escalated 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’ escalated customer service experience.
Proficient in pertinent spreadsheet and word processing software.
Outstanding written and verbal communication skills.
IDEAL QUALIFICATIONS PREFERRED: Banking experience.
Recent law school graduate or paralegal experience.
Legal or Compliance background.
Detailed knowledge of all M&T systems/applications.
Excellent decision-making skills based on extensive product, systems, policy and branch operations knowledge.
Ability to interface with all levels throughout organization.
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.
Demonstrated ability to remain organized while handling and prioritizing multiple problems and initiatives in a fast paced environment.
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.