CAM Escalations Analyst I

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

Job summary

M&T Bank Corporation in Getzville, NY is seeking a detail-oriented coordinator/intake specialist. You will oversee case flow on a rotating basis and assist with administrative functions for the team, while researching and resolving verbal and written customer correspondence for M&T and Bayview accounts.

Responsibilities include prescreening and documenting escalated complaints, performing regular reporting and audits, and guiding process enhancements.

Qualifications

• 4 years combined higher education and/or work experience, including at least 2 years in customer service.
• Proficient with personal computers and word processing, spreadsheets and email software.
• Strong customer service skills.
• Excellent verbal and written communication skills.

Responsibilities

• Prescreen and document escalated customer complaints in Service Manager.
• Perform daily/weekly/monthly/annual case reporting and audits.
• Research, identify root causes and help implement process improvements.
• Delegate escalated cases to analysts on a rotating basis and ensure timely resolution.
• Investigate and resolve customer correspondence for M&T and Bayview accounts.
• Maintain accurate documentation and respond to inquiries via phone, email, or mail.

Skills

PC proficiency

Customer service

Verbal and written communication

Education

Bachelor’s degree

Tools

MS Office

Job description

Overview

This position functions as team coordinator/intake specialist. Responsible for overseeing the distribution of cases through the team on a rotation basis and assisting with administrative functions for the team. This position will also research and resolve M&T/Bayview verbal and regulatory and non-regulatory written customer correspondence.

Primary Responsibilities

• Prescreen and document escalated customer complaint cases appropriately in Service Manager.
• Perform daily, weekly, monthly, and annual case reporting and audits.
• Participate in developing system/process enhancement plans.
• Evaluate systems and document functional processes.
• Delegate all escalated customer complaint cases to analysts on a rotation.
• Effectively investigate and resolve customer correspondences received directly or through a regulatory agency for M&T and Bayview accounts with accurate information.
• Research and identify root causes; work with management to identify process gaps and establish procedural changes to mitigate future occurrences.
• Respond to incoming phone calls and other client requests made via phone, e-mail or through letters maintaining brand image.
• Promote and explain our products/services to customer on an ongoing basis in order to maximize opportunities.
• Maintain accurate documentation on departmental database and electronic files.
• Issue timely and accurate documentation and correspondence to clients, and other departments.
• Prioritize problems as they arise.
• Perform basic ad hoc analyses to support business decisions.
• Provide feedback to management regarding results.
• Identify risk-related issues needing escalation to management.
• Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis.
• Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
• 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 incumbent works under general supervision. The incumbent has internal contact with numerous departments and externally with customers and service providers.

Education and Experience Required

• A combined 4 years higher education and/or work experience including a minimum of 2 years’ customer service experience.
• Proficient with personal computers and pertinent software including word processing, spreadsheet and email software.
• Strong customer service skills.
• Strong verbal and written communication skills.

Education and Experience Preferred

• Bachelor’s degree.
• Previous experience in banking, default, customer service and/or loss mitigation.
• Ability to empathize and defuse sensitive customer situations.
• Knowledge of Bank products and services.
• Strong problem solving skills and judgment.
• Detailed knowledge of all departmental systems/applications.
• Excellent communication skills, both verbal and written.
• Analytical, accurate and detail-oriented while working under pressure.
• Demonstrated ability to remain organized in a fast paced environment.

Pay

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

Getzville, New York, United States of America

Company Culture

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.

Equal Opportunity Employment

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.