CBO Communications Representative I

M&T Bank; Buffalo (NY); On-site; USD 28,000 - 47,000; Full time

Job summary

M&T Bank is seeking a detail-oriented professional in Buffalo, NY to serve as a primary contact for branch inquiries and transaction resolutions. You will assist with reconciliation and processing while upholding risk controls and customer service standards.

The role requires a high school diploma or GED and at least 3 years of relevant experience, with strong communication, time management, and organizational skills. The position is office-based in Buffalo, NY.

Qualifications

• High school diploma or GED required.
• Minimum of 3 years' work experience preferred.
• Knowledge of branch operations and internal controls is helpful.

Responsibilities

• Answer questions via phone and email from branch personnel; deliver excellent customer service.
• Escalate potential internal fraud to management.
• Collaborate with customers and partners to resolve product issues and complex inquiries.
• Process and approve general ledger and customer transactions as needed.

Skills

Communication skills

Time management

Prioritization

PC proficiency

Self-motivated

Well-organized

Education

High school diploma or GED

Job description

Overview

Serves as the main point of contact for inbound phone calls/emails from branch personnel pertaining to identification, research and resolution of financial transactions inquiries and discrepancies. Maintains high levels of customer services for a variety of routine topics. Facilitate timely conveyance of communications and documentation to appropriate parties to ensure efficiency and risk mitigation.

Primary Responsibilities

• Receive and respond to questions and inquiries via incoming calls and emails from the branch network and various business partners; provide excellent customer service using acquired knowledge.
• Escalate cases of potential internal fraud to higher management.
• Work with customers and/or business partners to resolve product issues, customer problems and more complex inquiries originating in the branch network.
• Create general ledger and customer transactions in an accurate and efficient manner as required; approve general ledger and customer transactions completed by peers.
• 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 works independently under general supervision.

Education and Experience Required

High school diploma or equivalent (GED) and a minimum of 3 years' work experience

Education and Experience Preferred

• Knowledge and understanding of Centralized Branch Operations (CBO) reconciliation processes and branch procedures in assigned function
• In-depth understanding of all branch operations, policies and procedures including front and back-end transaction processing and work flow
• Proven verbal and written communication skills
• Knowledge of branch procedures, including those related to security, audits and internal controls
• Self-motivated
• Well-organized
• Proven time management skills
• Proven prioritization skills
• Proficiency with personal computers as well as pertinent spreadsheet, word processing and email software
• Ability to work under critical time constraints

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.55 - $34.25 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