Banking Escalations & Intake Analyst I

M&T Bank; Getzville (NY); On-site; USD 32,000 - 52,000; Full time

Job summary

M&T Bank in Getzville, NY is seeking a team coordinator/intake specialist to oversee case distribution and assist with administrative tasks for the team. The role involves researching and resolving verbal and written customer correspondence for M&T and Bayview accounts.

Candidates should have at least 2 years of customer service experience, strong communication skills, and proficiency with PC software. Bachelor’s degree preferred; familiarity with banking products is a plus.

Qualifications

• Minimum of 2 years of customer service experience.
• Proficient with personal computers and standard software (word processing, spreadsheets, email).
• Strong verbal and written communication skills.

Responsibilities

• Prescreen and document escalated customer complaint cases appropriately in Service Manager.
• Perform daily, weekly, monthly, and annual case reporting and audits.
• Delegate escalated cases to analysts on a rotation.
• Investigate and resolve customer correspondences with accurate information and root cause analysis.
• Respond to inquiries via phone, e-mail, or letters while maintaining brand image.
• Promote and explain products/services to customers to maximize opportunities.
• Maintain documentation on departmental databases and electronic files.
• Identify risk issues and support internal controls and compliance.

Skills

Customer service

Verbal communication

Written communication

Analytical skills

Education

Bachelor's degree

Tools

Microsoft Office

CRM systems

Job description

M&T Bank in Getzville, NY is seeking a team coordinator/intake specialist to oversee case distribution and assist with administrative tasks for the team. The role involves researching and resolving verbal and written customer correspondence for M&T and Bayview accounts.

Candidates should have at least 2 years of customer service experience, strong communication skills, and proficiency with PC software. Bachelor’s degree preferred; familiarity with banking products is a plus.