Banking Services Operations Associate IV (Retail Servicing Escalations)

Location: Millsboro, Delaware, United States of America

Salary: $20.55–$34.25 hourly (USD)

Company

M&T Bank is a banking organization providing mortgage servicing, originations, and consumer lending products.

What you will do

• Investigate and resolve complex escalated complaints and inquiries received through written, email, and phone channels.
• Research root causes and collaborate with leadership to prevent recurring problems.
• Create tailored written communications and discuss resolutions with customers.
• Ensure activities comply with mortgage and consumer lending regulations, including RESPA and FDCPA.
• Perform quality control of offshore vendors processing work for the Bank.
• Review and draft procedures, maintain system and product proficiency, and escalate risk-related issues when needed.

Requirements

• Associate's degree and at least 1 year of customer service experience, or a combination of higher education and experience meeting the stated requirements.
• Proven customer service experience with strong problem-solving abilities.
• Proficiency with personal computers, spreadsheet software, and word processing software.
• Strong verbal and written communication skills.
• Ability to work under minimal supervision while meeting metrics and service-level agreements.
• Ability to follow applicable laws, regulations, risk standards, policies, and internal controls.

Nice to have

• Bachelor's degree.
• Mortgage servicing experience.
• Knowledge of RESPA requirements.

Culture & Benefits

• Competitive, market-informed hourly compensation.
• Work is performed in accordance with the Bank's risk appetite and regulatory standards.
• Supports belonging and reflects the M&T Bank brand.