Responsible for managing teams within one or more functional areas. Manages 15+ FTEs (or with fewer employees but covering diverse disciplines and/or complex functions), which may include through supervisor-level direct reports.
Primary Responsibilities:- Oversee the daily activities and ongoing strategic planning of one or more units of a division, ensuring quality standards are maintained in accordance with M&T and division policy and that all activities of the unit are performed in compliance with applicable law and regulation, and where relevant, investor guidelines.
- Direct staff in the appropriate techniques of customer service, collections or account servicing.
- Resolve disputed transactions in a timely and cost-effective manner. Negotiate effectively on customer calls.
- Compile month-end data for distribution to and decision-making by management.
- Interact routinely with division management to discuss business objectives.
- Serve as integral member of portfolio acquisition team, directing onboarding of acquired loans.
- Evaluate unit processes, procedures and policies routinely and approve changes to increase operational efficiency of units managed.
- Analyze complex situations and develop solutions that align with M&T's Risk Appetite.
- 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.
- Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.
Manages workflow with a large amount of complexity and risk exposure and acts largely independently.
External contacts include customers, vendors and outside agencies and attorneys.
Has charge off authority within established authority levels.
Supervisory/ Managerial Responsibilities:Manages a team of professionals (includes people, budget and planning).
Education and Experience Required:A combined total of 7 years of higher education and relevant work experience in a call center or bank operations, inclusive of 2 years' supervisory experience.
Excellent customer service skills with the ability to use tact and diplomacy.
Strong knowledge of relevant spreadsheet, word processing, and presentation software.
Bachelor's degree.
Excellent oral and written communication skills.
Strong knowledge of departmental systems, documents and procedures.
Proven ability to motivate team and handle conflict without alienating others.
Top Skills
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.
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