Overview:

　　Research and resolve high risk, urgent complaints from various channels including Executive Offices, Regulatory Agencies, and other internal departments. Provide follow up/resolution within set service levels.

　　Primary Responsibilities:

　　Handle high level, high risk, urgent complaints from Regulatory Agencies, Executives Offices, and other sources/channels

　　Adhere to associated internal and external Service Level Agreements (SLA’s), issue timely and accurate documentation and correspondence to complainants and departments, maintain accurate documentation on departmental database and electronic files, prioritize complaints/problems as they arise, escalate for guidance when necessary

　　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

　　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

　　Serve as an internal department mentor to co-workers

　　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

　　Complete other related duties as assigned

　　Education and Experience Required:

　　Bachelor's degree, or equivalent work experience

　　3 years relevant experience

　　Education and Experience Preferred:

　　Experience in a customer advocate role or customer service quality control/auditing

　　Problem solving, research, and resolution skills

　　Possess detailed knowledge of M&T products, services and associated systems; retail and business deposit accounts, retirement accounts; disputed transactions, digital banking and branch operations

　　Customer Service experience focusing on service recovery and advocacy for customer

　　Demonstrated ability to remain organized while handling and prioritizing multiple problems and initiatives in a fast- paced environment

　　Ability to independently identify opportunities to improve products, services and processes within the department or bank-wide

　　Ability to take ownership and effectively investigate and resolve customer complaints with accurate information, utilizing judgment, operational and technical knowledge; adhering to SLAs

　　Ability to exercise decision-making based on product, systems, policy and branch/department operations

　　Proven writing skills; create written drafts for correspondence to customers that incorporates resolution and education while projecting empathy as well as the M&T Brand

　　Ability to maintain accurate documentation in system of record; organizational skills necessary

　　Ability to work independently while knowing when to escalate for guidance if necessary

　　Ability to prioritize

　　Legal, Compliance or Retail Banking background

　　Ability to interface with all levels throughout the organization

　　Develops strong internal partnerships to foster ability to resolve executive level complaints in an expeditious manner

　　High comfort level interacting directly with senior management and their support staff members acting on their behalf

　　Analytical, accurate and detail-oriented while working under pressure

　　Leadership skills

　　Working Model/Location/Schedule :

　　This is a hybrid position currently requiring two days per week in-office. We are located at 850 Main Street, Bridgeport, CT 06604

　　Standard hours of the position are Monday-Friday, 8:30am-5:00pm with the flexibility to start as early as 7:00am-3:30pm

　　Light weekend hours are on a rotation/volunteer basis and are estimated to occur only 4-5 times per year

　　M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $74,286.06 - $123,810.11 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

　　Location

　　Bridgeport, Connecticut, United States of America

　　M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.