Serves as the main point of contact for inbound phone calls/emails from branch personnel pertaining to identification, research and resolution of financial transactions inquiries and discrepancies. Maintains high levels of customer services for a variety of routine topics. Facilitate timely conveyance of communications and documentation to appropriate parties to ensure efficiency and risk mitigation.
Primary Responsibilities:
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Receive and respond to questions and inquiries via incoming calls and emails from the branch network and various business partners; provide excellent customer service using acquired knowledge.
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Escalate cases of potential internal fraud to higher management.
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Work with customers and/or business partners to resolve product issues, customer problems and more complex inquiries originating in the branch network.
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Create general ledger and customer transactions in an accurate and efficient manner as required; approve general ledger and customer transactions completed by peers.
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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.
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Promote an environment that supports belonging and reflects the M&T Bank brand.
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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.
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Complete other related duties as assigned.
Scope of Responsibilities:
This position works independently under general supervision.
Education and Experience Required:
High school diploma or equivalent (GED) and a minimum of 3 years’ work experience
Education and Experience Preferred:
Knowledge and understanding of Centralized Branch Operations (CBO) reconciliation processes and branch procedures in assigned function
In-depth understanding of all branch operations, policies and procedures including front and back-end transaction processing and work flow
Proven verbal and written communication skills
Knowledge of branch procedures, including those related to security, audits and internal controls
Self-motivated
Well-organized
Proven time management skills
Proven prioritization skills
Proficiency with personal computers as well as pertinent spreadsheet, word processing and email software
Ability to work under critical time constraints
Benefits
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.55 - $34.25 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.