Consumer Operations & Risk Expert

M&T Bank; Hartford (CT); On-site; USD 68,000 - 114,000; Full time

Job summary

M&T Bank in Hartford, CT is seeking a branch risk and operations professional to guide staff on risk and operational policies, support audits, and help ensure adherence to Bank policy and regulatory requirements.

The role focuses on coaching staff to enhance problem-solving skills, while maintaining strong collaboration with internal fraud, security, and risk teams to prevent losses and promote compliant branch operations.

Qualifications

• Bachelor's degree and a minimum of 3 years' proven and progressive branch and/or audit experience, or in lieu of a degree, a combined minimum of 7 years' higher education and/or work experience.
• Demonstrated interpersonal and verbal and written communication skills.
• Strong analytical and technical skills with excellent problem-solving abilities.

Responsibilities

• Provide guidance, training and coaching to branch personnel regarding risk and operational policies and procedures to support adherence to them.
• Maintain thorough working knowledge of the branch audit process and procedures to support completion of responsibilities and escalate audit exceptions.
• Support branch employees in developing problem-solving skills to make appropriate risk management decisions daily.
• Provide branch-specific coaching and conduct informational sessions to correct behaviors and ensure adherence to procedures.
• Identify and elevate behaviors that pose risk to appropriate partners for action.
• Participate in regular meetings with key branch partners and leadership to deliver presentations.

Skills

Analytical skills

Problem-solving

Communication skills

Time management

Education

Bachelor's degree

Job description

Overview: Provides operational and risk support and training to branch staff in an assigned area. Provides branch staff guidance on proper branch operating procedures and processes to support adherence to Bank policy and risk and regulatory requirements. Coaches staff within assigned area around problem solving and developing their skills for self-sufficiency with understanding and executing on branch procedures and processes. Supports fraud prevention initiatives and liaisons with internal fraud departments to ensure branch staff is educated to recognize and prevent fraudulent losses.

Overview: Provides operational and risk support and training to branch staff in an assigned area. Provides branch staff guidance on proper branch operating procedures and processes to support adherence to Bank policy and risk and regulatory requirements. Coaches staff within assigned area around problem solving and developing their skills for self-sufficiency with understanding and executing on branch procedures and processes. Supports fraud prevention initiatives and liaisons with internal fraud departments to ensure branch staff is educated to recognize and prevent fraudulent losses.

Primary Responsibilities:

• Provide guidance, training and coaching to branch personnel regarding risk and operational policies and procedures to support adherence to them.
• Maintain thorough working knowledge of the branch audit process & operational procedures to support completion of responsibilities as there is considerable loss potential including regulatory penalties if these audits are not properly completed, and audit exceptions are not escalated.
• Support branch employees in developing problem-solving skills to make appropriate risk management decisions on a daily basis Developing problem solving skills and utilizing appropriate resources for branch self-sufficiency.
• Provide branch-specific or one-on-one coaching and conduct informational sessions for branch employees to correct specific behaviors or issues and ensure adherence to established procedures and document summary of findings. (moved higher in priority)
• Identify and elevate behaviors that pose risk (or of concern) to appropriate partners for action.
• Participate and facilitate in regular meetings with key branch partners and leadership as appropriate to deliver presentations. Ensure participants understand and are current on all operational changes and have a complete understanding of branch procedures.
• Respond to large losses and robberies, including managing the on-site follow-up with the branch, and ensuring the checklist required by Corporate Security is complete, as assigned.
• Serve as a Retail Bank resource and point of contact for Bank wide programs, committees, bank-wide initiatives as well as regionally specific projects. Work with and build partnerships with internal partners.
• Manage the implementation of operational tasks related to new branch openings, consolidations and relocation as required to ensure they are executed.
• 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 and document as appropriate.
• 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:

As part of on-going branch risk ranking and audit activities, the position interacts extensively with branch staff and Retail Risk Management team, Retail leadership, Centralized Branch Operations, Security, Human Resources, Training and other support departments/areas on policy and procedural related issues.

The position independently and proactively carries out defined responsibilities of the role including scheduling branch visits on-site and virtual within required timeframes. Coaching around branch activities, discussion regarding findings, immediate escalation of any issues to minimize risk and non-compliance while ensuring all branch employees have proper access.

Supervisory/ Managerial Responsibilities

Not applicable.

Education and Experience Required:

Bachelor's degree and a minimum of 3 years' proven and progressive branch and/or audit experience, or in lieu of a degree, a combined minimum of 7 years' higher education and/or work experience, including a minimum of 3 years' proven and progressive branch, operations and/or audit experience.

Demonstrated interpersonal and verbal and written communication skills.

Strong Analytical & Technical Skills. Excellent Problem-solving Abilities.

Ability to maintain strong working relationships with management and branch staff.

Ability to spend a significant amount of time traveling to and working in assigned branch locations.

Strong time management and organizational skills.

Excellent presentation skills (creating, facilitating and delivering.)

Education and Experience Preferred:

Experience in completing audits.

Working knowledge of pertinent Bank processing systems.

Experience with Internet and web applications.

Detail oriented and ability to handle multiple tasks at a time.

Knowledge of branch policies and procedures.

Retail branch banking or operations experience.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $68,400.00 - $114,000.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Hartford, Connecticut, United States of America