Customer Complaint Resolution Specialist (High Risk, High Visibility Escalated Complaints) - Hybrid

Research • Writing • Advocacy

The Customer Advocacy team is a high‑visibility, high‑impact group responsible for resolving the bank’s most sensitive and escalated customer complaints. This role is ideal for professionals who love digging into details, uncovering root causes, writing polished executive‑level communications, and advocating for better customer experiences. Rather than applying quick fixes, we focus on understanding why an issue occurred – and ensuring it doesn’t happen again. Your work will be reviewed by our quality control team, senior leadership, auditors, and in some cases state and federal regulators, making accuracy, professionalism, and discretion essential.

What You’ll Do:

• Investigate & Research: Conduct deep‑dive investigations into customer complaints received from multiple channels. Use 20+ internal systems across 85 M&T Bank business units to verify facts, analyze patterns, and determine root causes – not just surface‑level solutions. Partner with subject matter experts to understand processes, confirm compliance, and validate whether policies were followed. Identify why an issue occurred, not just what the issue is.

• Write & Communicate: Prepare clear, concise, and professional written responses reviewed by executive leadership and regulatory agencies. Capture research findings with precise documentation that may be audited at any time. Communicate with customers by phone to acknowledge complaints, gather additional details, or deliver verbal resolutions.

• Advocate for Customers & Improvement: Represent the customer’s perspective while aligning with policy, risk requirements, and regulatory standards. Provide insights on complaint trends that help strengthen processes and improve the bank’s overall customer experience. Maintain strict confidentiality and a high level of judgment when handling sensitive issues.

• Manage Workload & Quality: Maintain an active caseload of approximately 12–16 complaints in varying stages. Meet a 10‑day resolution target while upholding department quality standards. Incorporate Quality Assurance feedback constructively and continuously improve performance.

What Success Looks Like:

• Strong, defensible research supported by documentation.

• Professional writing that stands up to executive and regulatory scrutiny.

• Balanced workload management with no missed details or deadlines.

• A calm, empathetic approach to high‑risk customer situations.

• A growth mindset – open to feedback and committed to refining your work.

Education and Experience Required:

• Associates’ degree, or equivalent work experience

• 4+ years’ customer service experience

Education and Experience Preferred:

• Bachelor’s degree

• Strong research, documentation, and organizational skills

• Excellent written and verbal communication skills

• High attention to detail and ability to manage multiple priorities

• Ability to maintain confidentiality, composure, and professionalism

• Background in escalations, contact center tier II, quality control, or customer advocacy

• Retail banking experience or familiarity with banking processes

• Root cause analysis experience

• Demonstrated ability to receive and apply constructive feedback

• Experience handling high‑risk or regulatory‑sensitive issues

Work Schedule & Required Availability:

Team members may choose any schedule below.

• Monday-Friday, 7:30am-4:00pm

• Monday-Friday, 8:00am-4:30pm

• Monday-Friday, 8:30am-5:00pm

Work Model & Office Location:

• This is a hybrid role requiring four days in-office per week.

• Eligible candidates must live within reasonable commuting distance to 1100 Wehrle Drive, Williamsville, NY 14221.

Night & Weekend Requirements:

All evening and weekend coverage can be completed remotely. There is no expectation to stay in the office beyond 5:00pm or to report onsite during weekends.

• Evenings: Employees are required to sign up for approximately 15 evening shifts per year during the work week from 5:00pm-7:00pm.

• Weekends: Employees must sign up for approximately 8 weekend coverage occurrences per year (Saturdays and/or Sundays, your choice). Each occurrence requires logging in twice per day (once at 10:00am and again at 3:00pm) to check for new complaints. Each check-in typically takes approximately 30 minutes to complete.

Why This Role Matters:

You’ll be part of a 40‑person team that directly influences customer retention, service recovery, and the overall reputation of the bank. Your work helps prevent future issues, improves customer trust, and strengthens operational processes across the organization.

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.

LocationWilliamsville, New York, United States of America