CAM HELOC Supervisor

M&T Bank; Getzville (NY); On-site; USD 36,000 - 60,000; Full time

Job summary

M&T Bank in Getzville, NY, seeks a first-level manager to direct the daily workflow of a 10–15 person unit. You will supervise staff, resolve complex customer account issues, and lead training while ensuring compliance with policy, risk controls, and applicable regulations.

The role requires a total of 5 years of higher education and/or relevant banking experience, including 2 years in leadership. A Bachelor's Degree is preferred.

Qualifications

• 5 years of combined education and/or experience in call center or bank ops.
• 2 years of staff leadership experience.
• Excellent customer service and diplomacy.
• Strong knowledge of spreadsheet, word processing, and presentation software.

Responsibilities

• Supervise and coordinate daily workflow to meet department objectives.
• Resolve complex problems arising from customer account management, either directly or through staff.
• Provide leadership, guidance, feedback and training to staff.
• Communicate and enforce operational and procedural changes to ensure compliance with policies and regulations.
• Participate in process improvement and special projects as assigned.

Skills

Leadership

Customer service

Communication

Training

Regulatory knowledge

Education

Bachelor's Degree

Tools

Excel

Word

PowerPoint

Job description

Overview

This position is the first level of management within a division. Directs the daily workflow of an assigned unit of between 10-15 employees (or with slightly fewer employees but covering diverse disciplines and/or complex functions) and exercises supervisory authority over staff responsible for executing a specific component of the work of the unit.

Overview

This position is the first level of management within a division. Directs the daily workflow of an assigned unit of between 10-15 employees (or with slightly fewer employees but covering diverse disciplines and/or complex functions) and exercises supervisory authority over staff responsible for executing a specific component of the work of the unit.

Primary Responsibilities

• Supervise and coordinate daily workflow to meet the objectives of the assigned department.
• Resolve complex problems arising out of customer account management, either directly or through subordinate staff.
• Provide leadership, guidance, feedback and training to staff.
• Communicate and enforce operational and procedural changes to ensure compliance with M&T and division policy, investor regulations and very complex laws and regulations pertaining to the work of the department.
• Participate in or facilitate process innovation and special projects as assigned by division management.
• 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

Works under minimal supervision. Must use independent judgment and discretion in the day-to-day supervision of the assigned unit.

Supervisory/Managerial Responsibilities

Supervisory, leadership of people in all work activities.

Education and Experience Required

A combined total of 5 years of higher education and/or relevant work experience in a call center or bank operations environment, inclusive of 2 years' work leadership 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.

Demonstrated work leadership skills.

Excellent oral and written communication skills.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $26.00 - $43.34 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