Banking Services Operations Associate IV - Consumer Payments & Maintenance

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

Job summary

M&T Bank Corporation in Millsboro, Delaware, is seeking a detail-oriented professional to complete complex data entry and analysis for consumer payments, payoff processing, and mortgage maintenance.

You will review documents, respond to requests, and perform high- and medium-complexity research to resolve issues, while ensuring compliance with laws and risk standards. Collaboration with internal teams and offshore partners is required.

Qualifications

• Associate's degree with 1 year of work experience, or 3 years higher ed/work combined.
• Proven internal and external customer service experience.
• Proficiency with PCs and MS Office.
• Excellent verbal and written communication.
• Demonstrated complex problem-solving skills.

Responsibilities

• Complete complex data entry and system updates for consumer payments and payoff processing.
• Perform non-standardized document review and validation related to consumer and mortgage maintenance and dealer payoffs.
• Respond to non-standardized requests related to consumer and mortgage maintenance and payoffs.
• Conduct high-complexity research related to maintenance, processing and payoffs for these products.
• Perform intermediate analysis and reconciliation for escalated maintenance, processing and payoff issues.
• Handle non-standardized exception processing for these products.
• Coordinate with internal partners, customers and vendors as required.

Skills

Customer service

PC proficiency

MS Office

Communication

Problem solving

Education

Associate's degree

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

Company Overview

Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people’s lives and uplift the communities we serve. M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&T’s affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Bank’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. M&T Bank has a network of over 1,000 branches and 2,200 ATMs that span 12 states from Maine to Virginia and Washington, D.C. For more than 165 years, M&T has strived to take an active role in our communities and build long-lasting relationships with our customers. We are a bank for communities—combining the capabilities of a large bank with the care of a locally focused institution. As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values – integrity, ownership, collaboration, curiosity, and candor – drive the work we do. We seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members.

Equal Employment Opportunity

M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws.

Drug-Free Workplace

M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.