Call Center Outreach Manager

mtb; Getzville (NY); On-site; USD 62,000 - 104,000; Full time

Job summary

M&T Bank in Getzville, NY seeks a unit manager to direct day-to-day activities for a team of about 10 FTEs. You will lead staff in customer service, collections, or account servicing, while resolving disputed transactions and guiding onboarding of acquired loans.

The role emphasizes risk awareness, process evaluation, and adherence to internal controls. You will work to advance operational efficiency and uphold the M&T Bank brand across the department.

Qualifications

• 6 years combined education and relevant work experience in a call center or bank operations environment, including supervisory exposure.
• Excellent customer service skills with tact and diplomacy.
• Strong knowledge of spreadsheets, word processing, and presentation software.

Responsibilities

• Oversee the daily activities of a unit to meet department objectives.
• Direct staff in customer service, collections or account servicing as applicable.
• Resolve disputed transactions promptly and negotiate on calls.
• Compile month-end data for management decisions.
• Direct onboarding of acquired loans as part of portfolio acquisition.
• Evaluate unit processes to increase operational efficiency.
• Adhere to risk and regulatory standards and maintain internal controls.
• Promote the M&T Bank brand and a belonging-focused environment.
• Manage staffing, performance appraisals, promotions and terminations.

Skills

Customer service

Office software

Leadership

Education

Bachelor's degree

6 years combined education/experience

Job description

Overview

Responsible for directing the day-to-day activities for a unit. Manages approximately 10 FTEs (or with fewer employees but covering diverse disciplines and/or complex functions).

Primary Responsibilities

• Oversee the daily activities of a unit of employees to meet the objectives of the assigned department.
• Direct staff in the appropriate techniques of customer service, collections or account servicing, as applicable.
• Resolve disputed transactions in a timely and cost-effective manner. Negotiate effectively on customer calls.
• Compile month-end data for distribution to and decision-making by management.
• Serve as integral member of portfolio acquisition team, directing onboarding of acquired loans.
• Evaluate unit processes, procedures and policies routinely in an effort to increase operational efficiency of units managed.
• Understand and adhere to the Company's risk and regulatory standards, policies and controls in accordance with the Company's Risk Appetite. Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis. 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.
• Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.

Scope of Responsibilities

• Manages workflow of medium complexity and risk exposure and acts largely independently.
• External contacts include customers, vendors and outside agencies.
• Has charge off authority within established authority levels.

Supervisory/ Managerial Responsibilities

• Manages a team of professionals (includes people, budget and planning).

Education and Experience Required

• A combined total of 6 years of higher education and relevant work experience in a call center or bank operations environment, inclusive of 1 years' work leadership or supervisory experience.
• Excellent customer service skills with the ability to use tact and diplomacy.
• Strong knowledge of relevant spreadsheet, word processing, and presentation software.

Education and Experience Preferred

• Bachelor's degree.
• Excellent oral and written communication skills.
• Strong knowledge of departmental systems, documents and procedures.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $62,200.00 - $103,600.00 Annual (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Getzville, New York, United States of America