Completes exception processing, research and resolution of complex issues and escalated customer inquiries related to consumer payments and payoff processing. Participates in special projects and technical change implementations and conducts user acceptance testing and develops procedures associated with these implementations.
Primary Responsibilities:Complete high complexity data entry and system updates, analysis, interpretation and validation of critical data pertaining to consumer and/or mortgage products.Complete complex document review and validation as well as advanced document preparation related to consumer and mortgage maintenance, consumer exception payment processing and dealer payoffs.Respond to or initiate complex requests related to consumer loan exception payment research and processing and dealer payoffs. Complete high complexity, non-standardized level research on missing and misapplied consumer loan payments research and reconciliations.Complete highly complexity level analysis and reconciliation of suspense accounts related to escalated consumer exception payment processing and dealer payoffs.Complete highly complex, non-standardized exception processing related to escalated consumer and mortgage maintenance, payments and payoffs.Contact internal business partners, external customers and vendors as required to complete assigned responsibilities.Participate in weekly quality review and feedback meetings for offshore processes and tasks.Participate in special projects including systems, acquisition or account research, and user acceptance testing.Complete daily quality control review and provide feedback for processing and tasks completed by the offshore team.Prepare data analysis and reporting of activities.Review and update procedures according to established business protocols, guidelines and methods.Ensure activities comply with applicable laws and regulations.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 belonging 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.Scope of Responsibilities:The position works under minimum supervision and exercises judgment in completing their responsibilities and requires highly specialized knowledge of the servicing systems, products and pertinent policies and regulations.
Education and Experience Required:Associate's degree and a minimum of 2 years’ general work experience, or in lieu of a degree, a combined minimum of 4 years’ higher education and/or work experience, including a minimum of 2 years’ general work experience
Proven internal and external customer service experience
Proficiency with personal computers as well as pertinent spreadsheet and word processing software
Demonstrated excellent verbal and written communication skills
Demonstrated advanced problem-solving skills.
Education and Experience Preferred:Bachelor's degree
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.94 - $34.91 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.LocationMillsboro, Delaware, United States of America