Banking Services Operations Associate V - Escrow Administration

M&T Bank; Buffalo (NY); On-site; USD 31,000 - 52,000; Full time

Job summary

M&T Bank in Buffalo, New York seeks an Escrow & Tax Associate to maintain and monitor tax, escrow, and insurance for serviced loans, ensuring compliance with federal, state, and investor requirements. The role involves data entry, complex document reviews, and supporting project initiatives while addressing high-level customer inquiries.

A minimum of an Associate's degree and 2+ years of experience is required; strong communication and problem-solving skills are essential.

Qualifications

• Associate's degree and a minimum of 2 years general work experience, or 4 years of combined higher education/work experience with at least 2 years general work experience.
• Proven customer service experience.
• Proficiency with personal computers and spreadsheet/word processing software.
• Strong verbal and written communication skills.
• Advanced problem-solving skills.

Responsibilities

• Complete highly complex data entry, analysis and interpretation related to Insurance, Tax, Escrow and Mortgage Insurance.
• Perform complex document reviews and validation related to Insurance, Tax, Escrow and Mortgage Insurance.
• Respond to and initiate complex non-standard requests related to Insurance, Tax, Escrow and Mortgage Insurance.
• Prepare data analyses and reporting in support of Federal and state regulatory reviews.
• Create and maintain business documentation and participate in projects and UAT as required.

Skills

Customer service

Problem solving

Verbal communication

Written communication

PC proficiency

Education

Associate's degree

Bachelor's degree

Tools

Spreadsheet software

Word processing

Job description

Overview

Completes highly skilled activities to maintain and monitor tax, escrow and insurance for loans serviced, while maintaining compliance with various Federal, state and investor requirements. Researches and resolves complex customer issued. Participates in departmental projects as required.

Primary Responsibilities

• Complete highly complexity data entry/system updates, analysis and Interpretation related to Insurance, Tax, Escrow and Mortgage Insurance.
• Complete complex, non-standardized document reviews and validation related to Insurance, Tax, Escrow and Mortgage Insurance.
• Complete document reviews and/or preparation of high complexity.
• Respond to and/or initiate complex non-standard requests related to Insurance, Tax, Escrow and Mortgage Insurance.
• Complete highly complex exception processing including non-standardized loan level research and maintenance related to escrow accounts.
• Complete highly complex reconciliations and analyses related to escrow-related activities.
• Contact customers and/or vendors as required to complete escrow-related activities.
• Resolve complex customer inquiries for high profile customers that cannot be handled by general customer service employees; communicate directly with Customer Support units to ensure proper handling of complex matters.
• Support and assist with implementation of projects, process improvements and initiatives within the area.
• Oversee daily quality control review and feedback related to escrow activities.
• Prepare data analyses and reporting in support of Federal and state regulatory reviews.
• Research complex servicing requests from Risk, Compliance and/or Legal.
• Create and maintain business documentation such as procedures, training materials and business unit presentations.
• Participate in projects, process improvements and user acceptance testing as assigned.
• Interpret legal and Bank documents for internal processing through analysis of circumstances and document recommended action steps to management.
• 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

This position completes operations work in providing escrow administration support for serviced loans and interacts with internal and external business partners and vendors.

Education and Experience Required

Associate's degree and a minimum of 2 years general work experience, or in lieu of a degree, a combined minimum of 4 years higher education and/or work experience, including a minimum of 2 years general work experience

Proven customer service experience

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

Strong verbal and written communication skills

Demonstrated advanced problem-solving skills.

Education and Experience Preferred

Bachelor's Degree

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $22.61 - $37.67 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Buffalo, New York, United States of America