Call Center Outreach Manager

M&T Bank Corporation; Getzville (NY); On-site; USD 95,000 - 120,000; Full time

Job summary

M&T Bank Corporation in Getzville, NY seeks a unit manager to oversee daily operations, lead a team of about 10 professionals, and ensure efficient processing of customer service, collections or account servicing tasks. You will guide staff, resolve disputes, and support portfolio acquisition initiatives.

Responsibilities include maintaining internal controls, adhering to risk standards, and collaborating with management on performance and procedures.

Qualifications

• 6 years total education and relevant work experience in banking or call center operations, including 1 year of leadership or supervisory experience.
• Excellent customer service skills with tact and diplomacy.
• Strong knowledge of spreadsheet, word processing and presentation software.

Responsibilities

• Direct day-to-day activities for a unit and manage approximately 10 FTEs.
• Resolve disputed transactions promptly and cost-effectively.
• Oversee onboarding of acquired loans and liaise with management for decisions.
• Design and monitor internal controls to mitigate risk and comply with regulatory standards.

Skills

Customer service

Communication

Leadership

Education

Bachelor's degree

Tools

Spreadsheet software

Word processing

Presentation software

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.

Location:

Getzville, New York, United States of America 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.

View M&T’s Human Capital Report to learn more.

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.

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