Banking Services Operations Associate IV - Consumer Payments & Maintenance

M&T Bank; Millsboro (DE); On-site; USD 28,000 - 47,000; Full time

Job summary

M&T Bank in Millsboro, Delaware, is seeking a detail-focused specialist to complete complex data entry and updates for consumer payments and payoff processing, while handling exceptions and escalations.

You will review non-standard documents, respond to requests, perform deep research, and coordinate with internal teams and offshore partners to ensure accuracy and regulatory compliance.

Qualifications

• Proven internal and external customer service experience
• Excellent verbal and written communication skills
• Demonstrated complex problem-solving skills
• Proficiency with personal computers and office software (spreadsheets/word processing)

Responsibilities

• Complete complex data entry and system updates, analysis, interpretation and validation for consumer payments and payoff processing.
• Complete non-standardized document review and validation and intermediate document preparation for consumer and mortgage maintenance.
• Respond to or initiate non-standardized requests related to consumer and mortgage maintenance and payoffs.
• Conduct high-complexity research related to maintenance and payoffs.
• Perform intermediate level analysis and reconciliation for escalated issues.
• Complete non-standardized exception processing for these products.
• Coordinate with internal partners, customers and vendors as required.
• Oversee daily quality reviews and provide feedback for offshore team output.
• Ensure activities comply with laws, regulations and internal controls.

Skills

Customer service experience

Verbal and written communication

Problem-solving skills

PCs and office software

Education

Associate's degree + 1 year experience or 3 years combined education/work

Bachelor's degree

Job description

Overview:

Completes research and analysis to resolve consumer payments and payoff processing exceptions and out-of-balance conditions. Serves as escalation point on complex servicing issues within the unit. Responsible for multiple systems and product lines for consumer and mortgage products on the system accounts. Participates in offshore vendor oversight.

Primary Responsibilities:

• Complete complex data entry and system updates, analysis, interpretation and validation for consumer payments and payoff processing, consumer and mortgage maintenance, consumer exception payment processing, and dealer payoffs.
• Complete non-standardized document review and validation as well as intermediate document preparation related to consumer and mortgage maintenance, consumer exception payment processing and dealer payoffs.
• Respond to or initiate non-standardized requests related to consumer and mortgage maintenance, consumer exception payment processing and dealer payoffs.
• Complete high-complexity level non-standardized research related to maintenance, processing and payoffs for these products.
• Complete intermediate level analysis and reconciliation related to escalated maintenance, processing and payoff issues.
• Complete non-standardized exception processing for these products.
• May contact internal business partners, external customers and vendors as required to complete assigned responsibilities.
• Complete daily quality review and provide feedback for processing and tasks completed by the offshore team.
• Ensure activities comply with applicable laws and regulations.
• Understand and adhere to the Company's risk and regulatory standards, policies and controls in accordance with the Company's Risk Appetite. 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.

Scope of Responsibilities:

The position works under moderate supervision and exercises reasonable judgment in completing their responsibilities and requires highly specialized knowledge of the servicing systems, products and pertinent policies and regulations.

Supervisory/Managerial Responsibilities:

None

Education and Experience Required:

Associate's degree and a minimum of 1 year's general work experience, or in lieu of degree, a combined minimum of 3 years' higher education and/or work experience, including a minimum of 1 year's general work experience

Proven internal and external customer service experience

Proficiency with personal computers as well as pertinent spreadsheet and word processing software

Demonstrated excellent verbal and written communication skills

Demonstrated complex problem-solving skills

Education and Experience Preferred:

Bachelor's degree

Physical Requirements:

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.55 - $34.25 Hourly (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Millsboro, Delaware, United States of America