Provides work leadership over a sub-unit within a division. Performs the most highly specialized duties within the work team, requiring advanced knowledge of the products, regulations and policies pertaining to the work of the sub-unit.
Primary Responsibilities:- Lead business unit work teams with responsibility for multiple product lines. Monitor and assign workflow.
- Document team processes, make recommendations for improvement, provide on the job training, and research and resolve highly specialized and/or sensitive issues for the work team.
- Liaise with first line risk and second line of defense personnel with respect to customer issues. Research and resolve complex internal and external customer issues.
- Serve as department lead for special projects impacting the work team.
- Provide reporting to work team leadership and prepare monthly departmental reporting for management.
- Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis. 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.
Works under minimal supervision. Internal contacts include unit management and other division personnel. External contacts include attorneys, customers, vendors and outside agencies.
Supervisory/ Managerial Responsibilities:Allocates work as a team leader for a team that consists mainly of jobs graded 8 & 9; may check on completion/quality.
Education and Experience Required:A combined total of 5 years of higher education and relevant work experience in a call center or bank operations environment, inclusive of 2 years' work leadership experience.
Excellent customer service skills with the ability to use tact and diplomacy.
Strong knowledge of relevant spreadsheet, word processing, and presentation software.
Education and Experience Preferred:Bachelor's Degree.
Demonstrated work leadership skills.
Excellent oral and written communication skills.
Strong knowledge of departmental systems, documents and procedures.
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $26.00 - $43.34 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.LocationGetzville, New York, United States of AmericaSkills Required
- Combined total of 5 years of higher education and relevant work experience in a call center or bank operations environment
- At least 2 years of work leadership experience
- Excellent customer service skills with ability to use tact and diplomacy
- Strong knowledge of relevant spreadsheet, word processing, and presentation software
- Bachelor's Degree
- Demonstrated work leadership skills
- Excellent oral and written communication skills
- Strong knowledge of departmental systems, documents and procedures
M&T Bank Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about M&T Bank and has not been reviewed or approved by M&T Bank.
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Retirement Support — Retirement benefits are positioned as a strong pillar, including a 401(k) match and the possibility of an additional employer contribution, plus access to an employee stock purchase plan.
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Leave & Time Off Breadth — Time-off offerings are framed as competitive, with a flexible PTO approach and paid volunteer time called out as a meaningful add-on to standard leave.
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Wellbeing & Lifestyle Benefits — Wellbeing support appears comparatively robust, highlighted by mental-health therapy/coaching sessions and broader wellness programming alongside community-oriented perks.
M&T Bank Insights
What We Do
M&T Bank is a multi-state community-focused bank serving New York, Maryland, New Jersey, Pennsylvania, Delaware, Connecticut, Virginia, West Virginia and Washington, D.C. Founded in 1856, the company provides banking, investment, insurance and mortgage financial services to more than 3.6 million consumer, business and government clients.
