Call Center Outreach Manager

Location: Getzville, New York, United States of America

Salary: $62,200–$103,600 annual, USD

Company

M&T Bank provides banking and financial services.

What you will do

• Manage the daily activities and workflow of a unit of approximately 10 employees.
• Direct customer service, collections, or account servicing activities and resolve disputed transactions.
• Compile month-end data for management decision-making and support portfolio acquisition activities, including acquired-loan onboarding.
• Evaluate and improve unit processes, procedures, policies, and operational efficiency.
• Maintain risk, regulatory, audit, and internal control standards, escalating issues when necessary.
• Manage staffing, performance reviews, promotions, salary recommendations, performance management, and terminations.

Requirements

• Must work in Getzville, New York, United States of America.
• Combined total of six years of higher education and relevant work experience in a call center or bank operations environment.
• At least one year of work leadership or supervisory experience.
• Excellent customer service skills with tact and diplomacy.
• Strong knowledge of spreadsheet, word processing, presentation, and departmental systems.
• Ability to manage professionals, budgets, planning, customer contacts, and operational risk.

Nice to have

• Bachelor's degree.
• Excellent oral and written communication skills.
• Strong knowledge of departmental documents and procedures.

Culture & Benefits

• Full-time employment.
• Work within M&T Bank's risk, regulatory, audit, and internal control framework.
• Support a workplace environment that promotes belonging and reflects the M&T Bank brand.