Overview:
Provides first line consumer support to internal and external customers across moderately complex products requiring knowledge of pertinent products, a broad spectrum of legal documents, and pertinent regulations.
Primary Responsibilities:
- Respond to inquiries from the Estates and/or surviving account holders of deceased customer regarding less complex, single-product, account relationships.
- Complete document review of various jurisdiction-specific legal documents supporting the death of a customer and the management of their estate such as Probated Last Will and Testaments, Letters of Administration, Letters of Testamentary, and various affidavits.
- Process system updates to a single system of record ensuring appropriate credit bureau coding is complete.
- Work with internal business partners, including credit underwriting, Financial Crimes, the Retail Branch network, the Telephone Contact Center, Retail Servicing, and Customer Asset Management to resolve moderately complex servicing issues.
- Provide timely written communication to customers responsive to their inquiries.
- Complete daily quality control review of activities to ensure accuracy.
- Maintain data and provide reporting for internal examinations, federal and state regulatory reviews related to estate servicing.
- Respond to servicing requests from Risk, Compliance and Legal to allow us to release estate information.
- Interpret legal and Bank documents for internal processing through analysis of circumstances and document recommended action steps to management.
- 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:
Supervisory/Managerial Responsibilities:
No supervisory responsibility.
Education and Experience Required:
- Associate's Degree and a minimum of 1 year work experience, or in lieu of a degree, a combined minimum of 3 years' higher education and/or general work experience.
- Proficiency with personal computers as well as pertinent spreadsheet and word processing software
- Demonstrated excellent verbal and written communication skills
- Demonstrated problem solving skills
Education and Experience Preferred:
Physical Requirements:
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