About this role
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.
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $62,200.00 - $103,600.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.Location
Getzville, New York, United States of AmericaOther facts
About M&T Bank
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. Founded in 1856 in Buffalo, NY we are now a top 11 full-service US-based commercial bank with a retail footprint across the east coast and wealth services available nationwide and abroad. As a bank, we offer advice, guidance, expertise, and solutions across the entire financial spectrum that combines M&T’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. We are a community-minded organization with more than 167 years of experience. We serve customers, community, and colleagues whether they be across the street, across the state or across the country.
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 drive the work we do – integrity, ownership, collaboration, curiosity, candor and 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.
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.
What you'll do
- The manager is responsible for directing the daily activities of a unit of approximately 10 FTEs to meet departmental objectives, which includes directing staff on customer service or collections techniques and resolving disputed transactions. Key duties also involve compiling month-end data, directing loan onboarding during acquisitions, and routinely evaluating unit processes for efficiency improvements.
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