Customer Complaint Resolution Specialist (High Risk, High Visibility Escalated Complaints) - Hybrid
About the Role:
This role sits at the center of M&T Bank’s Customer Advocacy efforts, specializing in high‑risk, highly regulated mortgage‑related complaints, including accounts in default or foreclosure. As a Customer Complaint Resolution Specialist, you will manage written customer and regulatory escalations end‑to‑end – intake, research, resolution, and root‑cause analysis – while helping protect both customers’ homes and the bank’s regulatory and reputational standing. This is a mission‑driven role with real impact. Behind every complaint is a customer experiencing financial hardship, and the work you do directly contributes to identifying solutions, improving customer outcomes, and ensuring the bank meets strict regulatory expectations. Customer contact is minimal in this role; success is driven primarily by strong written communication and analytical skills.
What You’ll Do:
Manage the complaint handling lifecycle for Customer Asset Management (CAM) products, including intake, research, resolution, and root‑cause documentation.
Handle written complaints received from customers, regulatory agencies, executive offices, internal partners, branches, and social media channels – primarily through formal written responses.
Research complex mortgage issues, often involving default or foreclosure, within strict regulatory response timelines.
Prepare clear, empathetic, and well‑structured written responses, using standard templates while tailoring communications to each unique situation.
Assess complaint severity and risk, assigning cases appropriately or escalating when necessary.
Balance daily caseloads typically ranging from 10–15 complaints, with the ability to manage higher volumes during peak periods.
Identify patterns, risks, and root causes, contributing insights that help improve customer experience and operational processes.
Support audits and compliance reviews, ensuring accuracy, timeliness, and adherence to regulatory standards.
Participate in departmental initiatives and documentation, supporting continuous improvement efforts.
Operate independently under general supervision while collaborating with senior analysts, managers, audit, compliance, and business partners across the bank.
Why This Role Matters:
You help customers facing some of the most difficult moments of their financial lives.
You contribute directly to regulatory compliance, risk mitigation, and reputational protection for the bank.
Your work helps uncover broader themes and opportunities to improve the end‑to‑end customer journey.
Who We’re Looking For:
We’re seeking a thoughtful, detail‑oriented professional who combines strong writing skills, critical thinking, and empathy, and who can evaluate complex situations through multiple lenses to find fair, compliant outcomes.
Education and Experience Required:
Bachelor’s degree or equivalent work experience
1+ year of experience in banking, financial services, or a related field
Ability to meet and maintain Federal SAFE Act registration requirements
Education and Experience Preferred:
Exceptional written communication skills (formal responses, professional correspondence)
Experience in Customer Advocacy, Customer Experience, Collections, Escalations, or Complaint Resolution
Backgrounds such as branch banking leadership, call center escalations, marketing, or public relations are highly transferable
Strong critical thinking and problem‑solving ability, especially in regulated environments
Ability to view complex customer situations holistically and explore alternative solutions
Knowledge of mortgage servicing, default, foreclosure, or CAM‑related products
Strong analytical and data interpretation skills
Highly organized, self‑motivated, and comfortable managing multiple priorities under deadline
Professional presence and ability to work effectively across departments and organizational levels
Proficiency with standard business software and systems
Work Model & Location:
This is a hybrid role requiring four days in-office per week
Eligible candidates must live within reasonable commuting distance to 475 Crosspoint Parkway, Getzville, NY 14068
Work Schedule & Availability Requirements:
Monday-Friday, 8:00am-4:30pm
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.
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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.
